WORKING
P A P E R
Toolkit on tackling error,
fraud and corruption in
social protection programs
CHRISTIAN VAN STOLK
EMIL D TESLIUC
WR-746-WB
February 2010
Prepared for the World Bank
This product is part of the RAND
Europe working paper series.
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Preface
The World Bank commissioned RAND Europe to write a toolkit to assist in the
assessment of interventions used to tackle error, fraud and corruption (EFC) in the social
protection programmes of client countries. The World Bank sees an increasing demand in
client countries for assistance in improving EFC controls. This toolkit is aimed at
informing World Bank and government officials on how to contract out missions that
would make a diagnostic assessment of EFC controls in social protection programmes or
indeed provide a resource for World Bank and government officials carrying out such work
themselves. The toolkit builds on a report that RAND Europe undertook on fraud and
error controls in social security systems of eight OECD countries for the UK National
Audit Office (NAO). Furthermore, the toolkit is based on three recent missions that the
World Bank and contractors have undertaken in the social security systems of the Ukraine,
the Kyrgyz Republic and Bangladesh. The focus of the toolkit is particularly focused on
fraud and error in social protection programmes and to a smaller degree on corruption.
This report contains the written materials for a diagnostic toolkit aimed at the assessment
of the mechanisms for combating EFC. It contains five substantive sections: an
introduction; a discussion on building a framework to combat EFC; examples of effective
instruments used to combat EFC; a section on how to set up diagnostic missions; and
examples from missions so far. The document is organised along a set of questions that an
evaluator of EFC in social protection programmes might consider.
This report is aimed at assisting government officials who seek to improve EF&C control
in their social protection programmes and World Bank staff in assessing EF&C control in
client countries. It is a discussion piece that informs the wider debate on ensuring the
integrity of social protection programmes.
This report benefited greatly from the close collaboration with Emil Tesliuc at the World
Bank who is a co-author of this report. We would like to thank David Barr of the
Department of Work and Pensions UK, Tom Ling at RAND Europe, Margaret Grosh,
Dena Ringold, and Polly Jones of the World Bank for their comments, which have
improved this document greatly.
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For more information about RAND Europe or this document, please contact,
Dr Christian van Stolk
RAND Europe
Westbrook Centre
Milton road
Cambridge, CB4 1YG
United Kingdom
+44 1233 353 329
[email protected]
iv
Contents
Preface ........................................................................................................................ iii
Table of Figures and Tables ........................................................................................vii
CHAPTER 1
Introduction .................................................................................... 1
1.1 What is the structure of the toolkit?................................................................... 1
1.2 Why focus on error, fraud, and corruption in social protection programs? ......... 2
1.3 How are error, fraud, and corruption defined? ................................................... 3
1.4 What is the difference between EFC and targeting error?................................... 4
1.5 What is an acceptable level of EFC in social protection programs? ..................... 4
1.6 What are the main causes of EFC?..................................................................... 6
1.7 What is the scope of this toolkit? ....................................................................... 7
1.8 How should this toolkit be applied?................................................................... 7
1.9 For which social protection programs is this toolkit relevant?............................. 8
CHAPTER 2
A framework for combating EFC ................................................... 10
2.1 What are the main elements of a strategy to combat EFC?............................... 10
2.2 What is needed to implement the strategy? ...................................................... 12
2.3 How can the strategy be adapted to country or program circumstances? .......... 14
CHAPTER 3
Tools and instruments used to combat EFC ................................... 17
3.1 What are the main instruments to combat EFC per aspect of the strategy? ...... 17
3.2 Are there specific instruments for tackling EFC respectively? ........................... 23
3.3 How do OECD instruments aimed at mitigating EFC develop over time? ...... 23
3.4 How are the OECD instruments to mitigate EFC currently applied in
less developed countries?.................................................................................. 25
3.5 What are the main instruments to combat EFC per level of government? ........ 27
3.6 How does this approach on EFC control inform other diagnostic
initiatives? ....................................................................................................... 27
CHAPTER 4
Terms of references for a diagnostic assessment in client
countries
....................................................................................................... 29
4.1 What are the key questions to be asked? .......................................................... 29
4.2 What type of data collection takes place? ......................................................... 29
4.3 Who are the key informants in this diagnosis? ................................................. 30
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4.5
4.6
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How are recommendations arrived at? ............................................................. 30
What should the composition of the team be? ................................................. 31
What are the costs of the diagnostic mission? ................................................... 31
CHAPTER 5
Examples from missions so far ....................................................... 33
5.1 Ukraine ........................................................................................................... 33
5.1.1 What is the problem of EFC?.............................................................. 33
5.1.2 What type of EFC mitigation is in existence? ...................................... 34
5.1.3 What can be done to improve EFC mitigation? .................................. 34
5.1.4 What has been the impact of the diagnosis? ........................................ 36
5.2 The Kyrgyz Republic ....................................................................................... 36
5.2.1 What is the problem of EFC?.............................................................. 36
5.2.2 What type of EFC mitigation is in existence? ...................................... 36
5.2.3 What can be done to improve EFC mitigation? .................................. 37
5.2.4 What has been the impact of the diagnosis? ........................................ 38
5.3 Bangladesh ...................................................................................................... 39
5.3.1 What is the problem of EFC in the Employment Generation
Program? ............................................................................................ 39
5.3.2 What type of EFC mitigation is in existence? ...................................... 39
5.3.3 What can be done to improve EFC mitigation? .................................. 39
5.3.4 What has been the impact of the diagnosis? ........................................ 40
5.4 EFC in Conditional Cash Transfer Programs in Latin America and the
Caribbean ........................................................................................................ 40
CHAPTER 6
Resources ....................................................................................... 43
APPENDICES .......................................................................................................... 51
Appendix A: Template for case study ......................................................................... 53
Appendix B: TOR and work program for the World Bank mission in the Kyrgyz
Republic .......................................................................................................... 57
Appendix C: Program design and management with EFC lenses ................................ 61
Appendix D: Approach to measuring fraud and error in the United Kingdom ........... 63
Appendix E: Job descriptions of officials in the UK.................................................... 65
Appendix F: Definitions of fraud and error in the UK ............................................... 67
vi
Table of Figures and Tables
Figure 1: Typology of fraud and error in benefit systems............................................................ 3
Figure 2: A comparison of fraud and error rates in 5 OECD Countries ..................................... 5
Figure 3: A strategic framework to control EFC ....................................................................... 12
Figure 4: EFC oversight mechanisms per level of government .................................................. 27
Table 1: Main instruments per aspect of the strategy................................................................ 20
Table 2: A view on the development of EFC strategies in OECD countries over
time .................................................................................................................................... 24
Table 3: Good practice of oversight and control mechanisms from the Latin
America region ................................................................................................................... 26
Table 4: Assessing control and accountability mechanisms in a CCT ....................................... 28
Table 5: EFC lenses on critical phases of the program .............................................................. 61
vii
CHAPTER 1
1.1
Introduction
What is the structure of the toolkit?
The report has five main substantive sections based on the terms of references drown up.
These are:
(i) Introduction to the topic:
•
Why it is important to focus on reducing and monitoring EFC
•
Definitions (error, fraud, corruption, other specialized terms)
•
What is the difference EFC and targeting error
•
What is a reasonable level of EFC
•
Scope of the work (what this diagnostic tool includes and excludes)
•
Type of programs and countries where this toolkit is applicable
(ii) Generic framework for combating EFC
•
Main elements of the strategy to combat EFC (prevention; detection;
deterrence; measurement)
•
Set of instruments, tools, mechanism to implement the strategy
•
Adapting the strategy to country/program circumstances
(iii) Instruments, tools and mechanisms used to combat EFC in social protection programs
•
What are the tools structured by strategic action (prevention; detection;
deterrence)
•
Are there specific tools for EFC respectively
•
How have they developed over time and been used in less developed countries
•
Structured by level of government (see Annex 1)
(iv) TORs for the Diagnostic toolkit for the assessment of the mechanisms for combating
error, fraud and corruption (EFC) in social protection programs. The TORs will
include:
•
Key questions to be addressed
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•
Suggested composition of the team (key qualification of the consultants);
•
Data collection techniques
•
Key informants
•
Estimated time & costs, based on the work in the Kyrgyz Republic and the
Ukraine
(v) Examples:
•
1.2
Thumbnail sketch of the country reports for the Kyrgyz Republic and the
Ukraine
Why focus on error, fraud, and corruption in social protection programs?
Social protection programs channel a large amount of public resources to targeted
beneficiaries. Even a small fraction of misappropriated benefits may add up to large sums
of money with high opportunity costs. On average, social protection spending represents
15.7% of GDP in developed countries, 7.4% in middle-income countries (MICs) and
3.8% in low-income countries (LICs).1 Each social protection program aims to provide the
right amount of benefit to the right recipient on time. However, the evidence shows that
no social protection program is immune from error, fraud, and corruption (EFC).
A 2006 international benchmark study on fraud and error in social security systems written
by RAND Europe for the UK National Audit Office (NAO) puts the range of fraud and
error in social protection systems where data was available between two to five percent of
overall government expenditure on social security.2 Thus, losses to the social protection
system can be considerable. For instance, in the UK over £2 billion (around US$3.2
billion) of government expenditure is lost on an annual basis due to fraud and error.
In all countries, error, fraud and corruption (EFC) also present significant challenges to the
integrity of social protection systems. A higher prevalence of EFC can be associated with:
•
An inefficient use of public resources;
•
Availability of fewer funds to the poor;
•
A loss of credibility of the program;
•
Political manipulation of the funds; and
•
A decrease in public support for the program.
EFC is likely to be more prevalent in social protection programs of less developed countries
as a proportion of overall spending compared to OECD countries due in part to the
limited administrative capacity, absence of adequate monitoring of the overall problem and
clear evidence-based strategies to combat EFC.
1
World Bank 2007 FEC SSN Primer note.
2
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
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How are error, fraud, and corruption defined?
This toolkit looks at misappropriations under the rules of a social protection program.
These misappropriations are due to fraud, error or corruption (see Figure 1):3
Figure 1: Typology of fraud and error in benefit systems
Source: RAND Europe
Fraud refers to intentional behaviour on the part of the benefit claimant to defraud the
benefit system. The main causes of fraud are benefit claimants being deliberately dishonest
on benefit forms, claimants deliberately exploiting the system by providing a false identity
and the complexity of the benefit system, which offers opportunities and incentives for
claimants to defraud the system.
Error refers to unintentional mistakes on behalf of benefit claimants or staff in the benefit
office. Some causes of error are the absence of staff training, the failure of systems to
process or pay benefits applications, and again the complexity of the benefit system, which
means that customers and staff can make mistakes in dealing with complex or complicated
processes.
An intentional attempt by staff to exploit the social protection system is called corruption.
In many OECD countries, corruption is seen as a low risk due to the integrity measures
built into the system for processing and paying out benefits (for instance separation of
functions and IT systems) as well as factors such as proper staff training, results-based
management and eligibility requirements for benefit claimants. This risk is likely higher in
the middle to low income countries, due to weaker systems for audit, oversight and
control, and the relatively low pay of the social protection workers.
For a definition of error, fraud and corruption used in the UK, see Appendix G.
3
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
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What is the difference between EFC and targeting error?
The notion of error (and fraud and corruption) used in the toolkit is distinct from the
notion of targeting error (as typically used, for example, in the World Bank). The two
concepts refer to different aspects of program design and implementation.
Targeting error is often used to indicate the fraction of program funds or beneficiaries of a
social protection program that are not reaching the poor. Concerns about targeting errors
are important for a subset of social protection programs, i.e. safety net program with antipoverty objectives, such as last-resort programs, workfare programs or conditional cash
transfer programs. The extent of targeting errors indicates whether the program achieves
its (poverty alleviation) objective or not. These errors may be due to program design
(when, for administrative feasibility, the program uses imperfect poverty proxies to identify
poor beneficiaries) and to program implementation (when eligibility decisions diverge
from the program rules). The later errors are, in turn, due to error, fraud or corruption.
For other types of social protection programs that have other primary objectives than
poverty alleviation (for example, pensions, unemployment insurance or other social
insurance programs), targeting errors are less relevant.
In contrast, concerns about error, fraud and corruption apply to all social protection
programs, and indicate the extent to which the program is compliant with its own rules.
Consequently, one can find a social safety net program which is well targeted although it
has some level of EFC. This is the case of an income-tested program with a lower eligibility
threshold (say, $10) than the poverty line (say, 20$). If half of its beneficiaries would have
incomes below $10, and the other half between $10 and $20, the program will have
perfect targeting (all beneficiaries are poor) but 50% of the caseload will be affected by
error, fraud and corruption.
More often, one can find SSN programs with high targeting errors but low levels of EFC.
For example, an universal child allowance program may be put in place with the objective
of alleviating poverty in a country where there is a strong correlation between the number
of children and poverty status, and the Government lacks the administrative capacity to
test who is income poor or not. For example, one third of the population may be poor,
but two thirds of the children may be living in poor (and larger) families. In this case, a
third of the program caseload is targeting error. If the government can test, however,
whether those who receive the program are in the correct age brackets, then the level of
error, fraud and corruption would be zero.
1.5
What is an acceptable level of EFC in social protection programs?
The evidence in OECD countries shows that some level of fraud and error in the social
protection system is unavoidable. A 2006 UK NAO study found that fraud and error rates
in five OECD countries – the UK, Canada, Ireland, New Zealand and the USA –ranged
between 2% and 5% of overall expenditure on social protection programs (Figure 2).
Within the social protection system, means-tested social protection programs had the
highest fraud and error rates (5-10%), followed by unemployment benefit and disability
pension programs (1-2%). Old-age pensions had the lowest rates (0.1-1%). These figures
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should be interpreted as the lower bounds for the amount fraud and error rates, as they
come from a small sample of countries and programs with high administrative capacity,
with adequate procedures to minimise EFC, including in many cases procedures for
estimating the level of fraud and error with reasonable accuracy.
Figure 2: A comparison of fraud and error rates in 5 OECD Countries
As % of expenditure/payments
UK
Canada
Ireland
New Zealand
USA
(2004-2005)
(1994, 2003)
(2004)
(2001)
(2003)
Total Fraud and Error
2.3%
3-5% ('94)
2.7%
Fraud and Error in Housing Benefit
5.2%
3.6%
Fraud and Error in Income Support
5.3%
3.5% ('03)
5.07%
Fraud and Error Old Age,
7%
0.53%
Disability
4.9%, 0.1%, 1.9% 2
Source: NAO (2006)
Notes:
1
Comparisons are difficult as benefit types differ between countries. This table shows rates for the following benefits. The
Income Support benefit for Canada and the US is Unemployment Insurance. In the category, Old Age and Disability, the benefit
in Ireland is Disability Allowance and in the US Old Age, Survivors and Disability. Also measurements vary. Rates for the UK
refer to fraud and error as % of total expenditure. Rates for Canada (‘03) refer to the total savings identified as a percentage of
total payments. Ireland measures fraud and error as a percentage of expenditure for specific benefit types. New Zealand
estimates this percentage as the number of cases sampled that contained errors, which led to benefits being paid incorrectly. The
USA measures the total value of improper payments per benefit type.
2
These rates are for Pension Credit, Retirement Pension, and Disability Living Allowance respectively.
The information from developing countries is scarcer, as only few programs and countries
have taken measures to combat and/or measure the incidence of EFC. However, it is
plausible to expect the share of funds affected by EFC be larger compared to developed
countries. For example, in India a Government audit in 2003 found that 31.6% of IAY
(housing programs) and 53.5% of SGSY (credit program) funds did not reach the
intended beneficiaries. In the case of the SGRY, an employment program, administrative
data report that 31.3 million man-days of work were generated in 2001-02, while the
National Sample Survey data for 2002-03 estimate this number as less than 3 million mandays, only 10% of the official figure.
Three points can be made about EFC in developed and developing countries:
(1) Across SP programs, the share of funds affected by EFC is larger in SSN programs, due
to their inherent design features. Eligibility for these programs is often based on the
economic position of the household, which is more difficult to assess and harder to
verify than, for example, for an old-age pension where all you need is proof of past
contribution and age. Because SSN programs are more narrowly targeted to poorer
households and poverty status changes over time, eligibility also changes over time.
The responsibilities for implementing SSN programs are often shared across different
departments, agencies, and levels of government. All these factors increase the risk
that benefits do not reach intended beneficiaries in time or in the correct amount.
Having the right instruments and tools to minimize EFC is thus more important for
SSN programs, although there are economies of scale when the efforts to combat EFC
cover the whole set of SP programs.
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(2) The level of EFC is likely correlated with the institutional capacity of the country and
implementing agency. One would expect to find more EFC in LICs and MICs than
developed countries. However, evidence is scarce as very few programs or countries
measure the level of EFC using comprehensive, unbiased measurement tools.
(3) In developed countries there is a much greater concern about error and fraud, while
developing countries worry more about corruption. For example, none of the 9
OECD countries reviewed in NAO (2006) explicitly reported issues around
corruption of departmental staff. It seems a small problem for administrators in these
countries. Reasons could include a strict separation of functions (e.g. between
payments and assessments, between decision-making and investigations and reviews),
staff training and management, effectiveness of internal audit and the integrity of
systems processing payments. In contrast, corruption is often the lead concern in
developing countries.
1.6
What are the main causes of EFC?
A wide range of causes for fraud are identified in and some of the pilot work. This section
highlights some of the main causes. They are presented by main area.
Fraud
•
Customer dishonesty: This includes undeclared income and failing to report
changes in material circumstances;
•
Exploiting the system: This includes multiple program claims
misrepresentation of material circumstances and identity fraud; and
•
Complexity of the social protection system: This includes cross-jurisdictional
claims and complexity of rules and regulations.
and
Error
•
Staff: This includes excessive staff caseloads, inadequate support and training of
case managers and team coaches, breakdown or override of internal control;
•
System: This includes the failure of payment system, failure of IT systems,
problematic information management, and inadequate monitoring or reporting
procedures; and
•
Complexity: Complexity of benefits and rules confuse administrators and benefit
claimants.
Corruption
Corruption is not reported as a particular problem in OECD countries. The pilot missions
in the Kyrgyz Republic, Ukraine, and Bangladesh showed problems around:
•
Exploitation of design aspects of the program (e.g. lax eligibility rules and absence
of independent monitoring) by staff administering the social protection program;
•
Collusion between staff administering social protection programs and the
claimant;
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•
Staff taking bribes or favours to enrol individuals in the program; and
•
Collusion between staff processing benefit claims and those paying out benefit
claims.
What is the scope of this toolkit?
The main policy objective in EFC reduction in social protection programs is compliance
and asks whether the program follows its own rules. In this sense, EFC mitigation can be
an input to program design and management, but not a substitute for what is considered
good program implementation. In most OECD countries, teams in social protection
departments involved in EFC mitigation provide advice on program design and
management in order to minimise the occurrence of EFC. As we will see in Chapters 2 and
3, there are overlaps between EFC mitigation interventions and what would be more
widely regarded as good program implementation. In essence, EFC control is an element
that can strengthen program design and implementation. However, EFC mitigation or the
reduction of wasteful spending in a social protection program is only one objective
potentially competing with others in program design and implementation.
This toolkit has a twofold purpose in diagnosing the EFC problem in the social protection
programs. The toolkit should enable government officials and World Bank staff to:
•
assess where data allows the error, fraud and corruption rate of social protection
programs in client countries; and
•
evaluate the effectiveness of actions taken by administrations to tackle and
monitor EFC.
The former provides a picture of the extent of the overall EFC problem in the country. It
also allows for an assessment of how fraud and error rates and/or targeting in social
protection programs compare to more similar countries and OECD good practice. This
gives a potential scope for improvement for EFC control in social protection programs. In
making comparisons, it is important to compare fraud and error rates and/or targeting of
similar social protection programs (e.g. means-tested unemployment benefit, categorical,
etc.), as fraud and error and/or targeting benchmarks can be significantly different between
types of social protection programs.
The latter looks at the effectiveness of actions taken by client countries to mitigate the
problem of EFC in social protection programs. An assessment of effectiveness is made
easier by comparing the initiatives of client countries to the evidence base on the
effectiveness of initiatives in other countries, particularly in OECD countries.
1.8
How should this toolkit be applied?
In formulating recommendations on how initiatives to mitigate EFC can be improved, it is
important to keep the country context in mind. Any recommendation for improvement
needs to pass the test of feasibility, suitability, and acceptability. In other words:
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•
how feasible is a recommendation given the institutional architecture and
administrative capacity of the country;
•
how suitable or effective are the actions to address the particular EFC problem;
and
•
how acceptable are these actions likely to be to political decision-makers,
administrators, the claimants and wider stakeholders?
These three filters are important as ‘good practice’ is only relevant if it can be applied and
effective in tackling the EFC problem. This then leads to a realistic assessment on how the
EFC strategy can be improved in the short, medium, and longer term. Ideally, evaluators
would form a strong set of assessment criteria in order to understand what is feasible,
suitable, and acceptable. A close dialogue with policy makers also informs this assessment.
1.9
For which social protection programs is this toolkit relevant?
This toolkit is designed to look at all social protection programs; however it focuses on
those programs with higher risk of EFC. Programs with complex eligibility criteria (like
last-resort social assistance programs, or disability programs) tend to have higher rates of
EFC than pensions, other social insurance programs, or categorical SSN programs. In
general, these types of programs are at a lower risk of EFC, because eligibility is easier to
establish and verify in most cases.
The 2006 NAO study found that old-age pensions were at the lowest risk of fraud and
error at 0.1-1% (see Figure 2). 4 However, the evidence shows that means-tested social
protection programs in some OECD countries are at a higher risk of fraud, with a rate of
fraud and error to overall expenditure between 5 -10% of total program expenditure,
higher than the range of 2-5% for programs overall. There two main reasons for this
higher risk:
•
Complex eligibility requirements; and
•
Changing eligibility over time due to changes in personal circumstances.
Though we have limited evidence on the rates of fraud and error in less developed
countries (MICs and LICs), it appears logical to conclude that the risk of fraud in similar
social protection programs is higher in these countries compared to OECD countries for
the following, to some extent interrelated, reasons:
• Difficulties in verifying income (e.g. due to problems on how to account for
material possessions, income derived from the grey economy, and/or remittances);
• Increased risk of corruption of officials;
• Frequent changes in eligibility requirements and administrative procedures of
programs;
4
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
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• Vagueness of eligibility requirements and standard operating procedures;
• Higher reliance on indirect distribution of benefit (rather than direct transfer from
government to the beneficiary); and
• Limited administrative capacity to verify eligibility or detect fraudulent or corrupt
behaviour.
These assumption are supported by the examples reviewed in Chapter 5: means-tested
social protection programs in the Ukraine and the Kyrgyz Republic aimed at poverty
alleviation; and the main public works program in Bangladesh, the Employment
Generation Program (EGP).
9
CHAPTER 2
2.1
A framework for combating EFC
What are the main elements of a strategy to combat EFC?
To establish good practice on strategies to tackle EFC, it is useful to look at the EFC control
strategies of developed countries. These strategies tend to be the most comprehensive and
evidence on their effectiveness exists. Developed countries’ experience shows that reducing EFC
is feasible and cost-effective. For example, the US Food Stamps Program reduced its
overpayment rate from 10% a decade ago to about 4%. From 1997 to 2006, the UK halved
the level of fraud in the social protection sector. To obtain these results, programs invested in
developing appropriate procedures, staff and IT support.
The 2006 NAO study on fraud and error in international social security systems also outlined
that most OECD countries use a basic suite of interventions to control fraud and error in social
security systems and to ensure compliance with eligibility requirements.5 These activities cover
the areas of prevention, detection, and deterrence. In this sense, these countries take a similar
systematic approach to controlling EFC focusing on keeping fraud and error out of the
programs upfront, finding fraud and error in existing claims, and deterring claimants from
committing fraud.
There is evidence from the United Kingdom and other OECD countries that the typical
strategic framework works. Evidence suggests comprehensive strategies using multiple,
interdependent, instruments aimed at prevention, detection and deterrence have a positive
impact in reducing EFC.6
In addition, OECD countries are increasingly trying to measure the effectiveness of the
strategy. Such measurements allow social security administrations to track the volume of fraud
and error over time and assess to a degree whether their initiatives to control EFC are having a
positive impact. Increasingly, social security administrations are also assessing the costeffectiveness of specific initiatives in the areas of prevention, detection, and deterrence to
establish an optimal portfolio of effective instruments to control EFC.7 Performance assessment
5
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session 20052006)
6
NAO (2008), Progress in Tackling Benefit Fraud, (HC 102 Session 2007-2008).
7
NAO (2008), Progress in Tackling Benefit Fraud, (HC 102 Session 2007-2008).
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increases the accountability for EFC in the social security or benefit administrations, but also
them to refine their initiatives to increase the impact over time.
For instance, the strategy of the Department of Work and pensions consists of the following
elements:8
•
Preventing fraud. Actions taken include: tighter checks at outset of claim; payments
direct to bank accounts instead of by cheque; staff training; and fraud-proofing new
policy and operational developments.
•
Detecting fraud. Actions taken include: data matching (on benefit and other data);
investigation; intelligence; risk profiling; telephone hotline for reporting fraud; joint
operations with other agencies.
•
Deterring fraud. Actions taken include: extended sanctions; measures to influence
public attitudes – public awareness campaign ‘Targeting Benefit Thieves’; and
confiscation of assets.
•
End-to-end approach. Proposed action on four fronts:
o
Getting it right - aiming to get benefit payments correct from the start;
o
Keeping it right - ensuring payments are adjusted as circumstances change;
o
Putting it right - detecting when payments go wrong and taking prompt
action to correct them with appropriate penalties to prevent a recurrence;
o
Making sure the strategy works - monitoring progress, evaluating the strength
of preventive measures and adjusting them in the light of experience.
Figure 3 gives an overview of a typical strategic framework to control EFC.
8
“The
United
Kingdom’s
Experience
in
Reducing
Error
&
Fraud,”
http://web.worldbank.org/WBSITE/EXTERNAL/TOPICS/EXTSOCIALPROTECTION/EXTSAFETYNETSAN
DTRANSFERS/0,,contentMDK:21506638~isCURL:Y~menuPK:4159815~pagePK:210058~piPK:210062~theSite
PK:282761,00.html
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Figure 3: A strategic framework to control EFC
Prevention
- Improved verification
on eligibility
- Provision of
information to
applicants and public
Deterrence
Detection
- Risk-based and
random reviews
- Data matching
- Telephone hotlines
- Sanctions
Measurement
- Often linked to
performance
management
Source: RAND Europe
2.2
What is needed to implement the strategy?
There are two main factors that affect the implementation of the strategy.
Firstly, for successful implementation of a comprehensive strategy there has to be a political
will to tackle the issue of EFC in social protection programs. This political will can also be
closely associated with wider political and administrative culture. For instance, in Sweden, the
threshold for committing fraud is higher than in other countries as the state shares much
responsibility for getting the right information on benefit claimants. This emphasis has led to
what other countries would consider fraud to be categorised as error. In general, Sweden is not
as tough on fraud as perhaps Anglo-Saxon countries, which strongly emphasise individual
responsibility in supplying the right information to the administration and therefore have a
lower threshold for categorising fraud.
This political will can also affect how fraud is measured within the system. Politicians and
administrators might be reluctant to publicise the extent of fraud within the social protection
system. Such measurement might produce unwelcome news or raise the interests of external
accountability bodies such as parliament or supreme audit institutions. In some cases,
politicians and administrators might be implicated in some of the EFC occurring in the social
protection program.
Several factors can influence the political will to address EFC:
•
Pressure from external accountability bodies to address EFC;
•
Public concern over levels of EFC;
•
Enlightened political or administrative leadership to combat EFC in social protection
programs; and
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The business case: Increasingly benefit administrations take a pragmatic approach and
find that investments in anti-EFC measures pay off in terms of the amount of
overpayments identified (the investment argument).9
Secondly, administrative capacity plays an important role in whether the strategy can be
implemented successfully. A number of aspects of administrative capacity seem particularly
important from previous research10 and missions:
9
•
Staff: Administrations need the right number of trained and qualified staff to
administer benefits and control for EFC. In terms of EFC, these staff need to be
trained specifically in terms of detecting EFC within the system. Understaffing was a
major issue in the countries visited in the pilot missions.
•
Results-based management: The example of Canada shows the effectiveness of
incentivising line managers through performance assessment to reduce the amount of
fraud and error in benefit files across the organisation. In other words, incentivising
staff to do a good job and rewarding staff are important.
•
Material support: Staff need adequate offices to work in and material support such as
transportation and reimbursement of travel expenses. Lack of material support can
limit the effectiveness of administration staff but also impact staff morale.
•
Resources: Many social protection programs have moderate resources and are limited
in size. Extensive EFC controls might not be proportionate to the size of the program.
•
IT: IT capacity is important in the effective and efficient processing benefit claims.
Moreover, IT is increasingly used to verify data that is submitted by claimants by crossreferencing this data against other databases held by government or the private sector.
Studies have showed that such ‘data-matching’ is a particularly cost-effective way of
tackling EFC in some OECD countries. 11
•
Networks: Building networks across government is important in fostering cooperation
and information exchange between government departments and agencies. The
absence of such cooperation can be a limiting factor in the prevention and detection of
EFC and the application of sanctions to fraudulent claims. The pilot missions in the
Ukraine and the Kyrgyz Republic showed the importance of cooperation between the
benefit administration and the tax authority in sharing information on benefit
claimants, as well as the cooperation between the benefit administration and judiciary
in applying sanctions.
•
Public: The public and wider community is likely to have information that could be
helpful in identifying EFC in social protection programs. Having good relations
between the administration and community and creating public awareness around the
seriousness of EFC can be important in efforts to reduce EFC. In addition, making the
NAO (2008), Progress in Tackling Benefit Fraud, (HC 102 Session 2007-2008).
10
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
11
NAO (2008), Progress in Tackling Benefit Fraud, (HC 102 Session 2007-2008).
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public aware of the rules of the program also can create a social control mechanism
over who is eligible under the program. Publicising beneficiary lists and the rules of the
program are widely regarded as good practice.
2.3
How can the strategy be adapted to country or program circumstances?
In essence, Section 2.1 sketched the basic aspects of an ideal type of strategy covering the main
areas of prevention, detection, deterrence, and measurement. The experiences of the OECD
countries can hold valuable lessons for LICs and MICs even though these experiences might
not all be directly transferable to, or applicable in, their respective contexts. Nonetheless, many
of these OECD countries have seen important evolutions of and changes in their anti-fraud
strategies and thus offer some insights into how the components of an anti-fraud strategy
develop over time. Moreover, in many cases these countries have a solid understanding of what
types of interventions are likely to be effective. ‘Value for Money’ reports as those undertaken
by the UK NAO add to this understanding of effectiveness.12 Finally, there is evidence that
some of the tools to control the level of error and fraud which are used in OECD countries
seem to be “underutilised” in developing countries, though the picture seems to improving in
countries such as Brazil, Colombia, and the Ukraine among others.
Thus, these OECD experiences can inform any adjustments and reforms of EFC controls in
client countries.
As stated before, it is clear that significant hurdles in terms of political will and administrative
capacity need to be overcome in many LICs and MICs to implement a comprehensive strategy.
Therefore, any diagnostic mission needs to work closely with experts and officials from the
client country to understand which aspects of the strategy are feasible, suitable, and appropriate
for specific national circumstances; and on the basis of this consultation draft short, medium,
and longer term recommendations. It is clear that an introduction of every aspect of a
comprehensive strategy might not be appropriate for social protection programs in LICs and
MICs, which may have limited resources and offer limited coverage. Nonetheless, evidence
shows that as the benefit system develops and inevitably increases in size over time, effective
anti-fraud controls become essential in safeguarding the integrity of the benefit system.
Therefore, an assessment should focus on recommendations in the:
12
•
Short-term: These can be quick-wins at little cost, which can improve the integrity and
targeting of the social protection program (e.g. information campaigns on what is
considered fraud and corruption in the Kyrgyz Republic, Bangladesh and the Ukraine);
•
Medium-term: These are improvements, which can improve the integrity and targeting
of the social protection program but need some resourcing and additional
administrative capacity to implement (e.g. the application of existing sanction regimes
against offenders in the Kyrgyz Republic); and
•
Longer-term: These are aspirational improvements, which likely require substantial
political and administrative hurdles to be overcome (e.g. introduction of electronic
NAO (2008), Progress in Tackling Benefit Fraud, (HC 102 Session 2007-2008).
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data-matching between government databases in the Ukraine or direct electronic
transfer of benefit to the individual claimant in Bangladesh).
The missions conducted so far show a difference in how recommendations were arrived at in
on the one hand the Ukraine and the Kyrgyz Republic and on the other in Bangladesh (see
Chapter 5). In the former countries, they had a strategy around prevention, detection,
deterrence and monitoring. Thus, the recommendations could look at the effectiveness of what
was being done and also at how the existing strategy could be improved and adjusted. In
Bangladesh, the EFC strategy of the Employment Generation Program was mostly limited to
basic monitoring. Here, recommendations focused on developing a EFC strategy with some
basic steps around prevention, detection, deterrence, and performance management.
It is also important to note that a longer-term recommendation in one country might be easier
to implement in others. For instance, electronic data-matching would face significant hurdles
in Bangladesh but has been implemented in a number of Latin American and Caribbean
countries.
15
CHAPTER 3
3.1
Tools and instruments used to combat
EFC
What are the main instruments to combat EFC per aspect of the strategy?
As stated earlier, a strategy consists of prevention, detection, deterrence and measurement
initiatives. These initiatives overlap and are often interrelated. This section focuses in more
detail on administrative procedures used in several OECD countries to control EFC, in
particular compliance of the program with its own rules and regulations.
Prevention consists mainly of four categories of initiatives:
•
A first focuses on whether EFC issues are considered at the program design and each
program implementation stage to ensure that the risk of EFC is manageable in the
administration of the program. This speaks to wider considerations of program design
and program management, which are important to the World Bank (see Appendix C).
•
A second aims to ensure that payment of the benefit to the claimant is as secure as
possible, preferably by making payment directly to the claimant.
•
A third is centred on whether appropriate administrative procedures and capacity are
in place. This ranges from the provision of adequate IT systems and capacity to the
training of staff, the clear delineation of administrative procedures in the processing
and verification of benefit claims (e.g. having clear job description [see Appendix F for
job descriptions in the UK]) and clarity in the allocation of institutional
responsibilities across the different levels of government and between government and
civil society).
•
A fourth looks at the checks undertaken at the outset of the claim. Many OECD
countries have tightened the checks at the outset of the claim as fraud tends to be more
difficult to identify as the claim is in progress.
•
Information campaigns are a fifth initiative. Information campaigns aim to alert
claimants on the risks of committing benefit fraud (used in Australia and the United
Kingdom) and explaining rights and obligations under the rules of the social
protection program to benefit claimants (used in Canada and the Netherlands).
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There exists some innovative ‘prevention’ practice in OECD countries.13
•
Canada holds claimant information sessions (CIS) with groups at high risk of
committing benefit fraud. Since 1999, Canada claims it has saved about US$600
million in overpayments in the benefit system. The Netherlands also uses contracts
and campaigns to inform claimants of their rights as a preventative measure. Claimants
have to sign a contract with their rights and obligations when claiming benefits.
Similarly, the New Zealand government aims to inform about 70% of claimants of
rights and obligations. These measures aim to inform and remind claimants of their
obligations. For error, preventative measures include staff training and introducing
results-based management. In Canada, error rates have fallen by making line managers
more accountable for the errors of their staff.
Detection has three main components:
•
The first is the generation of intelligence to detect cases of EFC. This generation of
intelligence can consist of telephone or online tip-offs from the public about
fraudulent cases (used in Australia and the UK), intelligence provided by staff of the
social security administration or other government offices, and data-matching. This
intelligence then leads to cases being investigated. Telephone hotlines also serve to
allow the general public to file grievances and complaints.
•
A second is the process of reviews of benefit claims. Reviews can be random, timebased, or risk-based. Most OECD countries use risk-based assessments to organise a
review of benefit cases, and some use regular, random or time-based reviews of cases
(for instance in Australia and New Zealand). The advantage of risk-based reviews is
that it allows the benefit administration to target scarce resources at those claims with
the assumed highest risk of fraud. Time-based reviews might be helpful in cases where
eligibility requirements have a clear time component (e.g. limits in the duration of the
benefit provided).
•
A third initiative is joint working between government departments and agencies and
different levels of government (joint working is emphasised in the Netherlands and
Australia). Joint working leads to improved information exchange and also shared
administrative capacity in cases.
There exists some interesting ‘detection’ practice in OECD countries.14
•
Data-matching can be highly cost-effective and target ratios are set in Australia and
New Zealand for overpayments identified to cost of the program. A normal ratio
would be four to one (benefit payment saved to administrative cost expended). Unique
identifiers for claimants are also often part of data-matching strategies. The use of
identifiers across different databases and departments allows analysts to more
effectively match data on claimants held in different databases. Review activities are
13
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
14
NAO (2006), International benchmark of fraud and error in social security administrations, (HC 1387, Session
2005-2006)
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also instrumental to detection efforts. Different strategies are used in most countries
ranging from risk-based reviews (e.g. reviews of certain professions in Canada, scoring
in the UK, and profiling in Canada) to random and time-based reviews. In New
Zealand, claimants have to re-establish core eligibility after a certain time period.
Deterrence involves sanctions. Several countries have begun to use more severe sanctions
and increased levels of prosecutions as a deterrent. Examples are Ireland, the United States,
and the United Kingdom.
Monitoring can include four main ways of performance assessment in EFC controls:
•
Measurement of total volume of EFC in the social protection system: This approach
will aim to estimate the total volume of EFC in social protection expenditure on the
basis of random reviews of cases (used in the UK);
•
Measurement of volume of EFC in particular social protection programs: This
approach is similar to the first but used in specific programs (used in the US and
Ireland);
•
Measurement of accuracy of processing and payments: This approach will focus on the
accuracy of processes and will set performance targets for accuracy of payment and
processing. Accuracy is established through an independent review of cases (either
random or spot checks) (used e.g. in New Zealand, Sweden, and Australia); and
•
Measurement of cost-effectiveness: This approach will seek to establish the return on
investment for particular initiatives by comparing the investment in an initiative with
the amount of overpayments identified by the initiative.
In monitoring, the measurement of EFC in the social protection system on the basis of
random statistically significant sampling is increasingly seen as the gold standard as it
gives a clear indication of the total problem of EFC in programs and allows for
consistent monitoring over time (see Appendix D).
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Table 1: Main instruments per aspect of the strategy
Outcome
Actions taken
Result
Remark
Prevention
Fraud-proof program design
and operational aspects of
program
Considering EFC control upfront in the program design
stage when setting out the eligibility and administrative
procedures reduces the risk of EFC to the program
Considerations for controlling error might be different than those for fraud and
corruption – for instance error might call for simpler administration while fraud
and corruption might ask for more administrative steps around verification –
considering risks and such trade-offs upfront is important – this speaks to
achieving a balance between placing a proportionate burden on the administration
and quality assurance
Make payments directly to
bank accounts instead of by
check or cash
Making payments more directly to applicants cuts out
important opportunities for EFC to occur
It reduces the chance of corruption as few officials are handling the money or are
involved in transferring the funds – it also reduces the chance of error as the
payment process tends to be simple
IT systems
Adequate IT systems allow for the easy cross-checking of
data enabling staff to find fraud at the outset of a claim
(requires unique identifier number)
Investments in IT are seen in most OECD countries as critically important in
raising the effectiveness of prevention and detection initiatives
IT systems also reduce human error in processing
Clear allocation of
institutional responsibilities
Division of administrative responsibilities (monitoring,
payment and processing of benefit) is good practice to
reduce the risk of EFC in most OECD countries
Setting up proportionate
administrative procedures
A complex or multi-tiered administration might increase
the risk and opportunity of EFC occurring
Guidance
Most staff in OECD countries operate according to clear
job descriptions and standard operating procedures to
minimise error
Clear guidance gives clarity on the responsibilities of staff as well
Staff training
Ensuring that staff is trained to an appropriate standard is
important in reducing error
In Canada, staff training was seen one key components of reducing error in
benefit administration
20
There can be a trade-off between separating responsibilities and reducing
administrative complexity – this speaks to considerations around institutional
design
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Detection
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Resources
Ensuring staff have appropriate resources and are
reimbursed for travel expenses can reduce error and indeed
corruption
Proper resourcing in some of the missions would enable staff to do their work
better (e.g. detection), but also reduce the incentive to misappropriate
Checks at outset of claim
Fraud, error, and corruption are harder and more costly to
detect during the claim compared to identifying it at the
outset of the claim
The UK administration is focusing more resources in the current economic crisis
to prevent fraud from coming in the system
Information campaigns
Making the public aware of the rules and obligations of the
program and the issue of EFC in social protection can
prevent EFC occurring
Social control, transparency, and accountability are critical elements in any social
protection program
Data matching
Comparing data held across a variety data sources is highly
cost-effective at detecting cases of suspected fraud and
corruption
Typically, a strategy will have a variety of ways to create referrals for further
investigation including data-matching and wider intelligence gathering
Intelligence
Gathering information from the public (tip-offs), telephone
hotline for reporting fraud, automatic flags from
Management Information System (MIS), and staff
intelligence are critical in producing referrals for further
referral
Investigation
Random or time-based reviews (controls of the accuracy of
the information provided to the program and of the
decisions made by staff) are necessary aspects in detecting
EFC
Risk profiling
Risk-based assessments to organise reviews (e.g. select client
investigations) using scoring or profiling are particularly
15
Intelligence gathering and the introduction of a complaints mechanism can also
strengthen the accountability within a program
Some social security agencies solely investigate referrals – others supplement these
reviews by random or time based reviews
Some social security agencies target their scarce administrative resources by
profiling (professions or population groups) or by scoring the referrals that they
receive - this is seen as good practice15
There is no commonality between countries on how and how often reviews are carried out. Some are mandatory when applying or re-applying for a benefit. Others are random on a sample of the population.
Others are solely risk-based on the basis of professions or scoring of fraud and error referrals. Most countries use a mix of these approaches.
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cost-effective in detecting fraud
Deterrence
Joint operations with other
agencies
Information exchange and joint investigations are useful in
detecting and investigating organised crime and high-level
fraud and corruption
Joint working remains a challenge even for well-developed administrations, but
cases in Australia where information exchange occurs show positive results
Sanctions
Applying appropriate sanctions consistently serves as an
important deterrent for those considering engaging in fraud
and corruption
Deterrence is an important complement to prevention – enforcement requires
clear definitions on what EFC are, a supportive legislative framework, and
appropriate sanctions for each possible case of EFC
Prosecutions
Confiscation of assets
Monitoring
Measures to influence public
attitudes, such as public
awareness campaigns.
See similar point earlier on prevention
Regular measurement of the
level of EFC
Understanding the overall problem of EFC and particular
risks to the program is of critical importance in organising
reviews of cases and understanding the effectiveness of the
entire strategy
22
Globally, social security administrations are measuring more rather than less –this
speaks to designing the appropriate management information system
3.2
Are there specific instruments for tackling EFC respectively?
Most OECD countries focus on tackling benefit fraud. Indeed, most of the interventions
outlined in section 3.1 are applicable to reducing fraud. Nonetheless, error is a significant
problem. In the UK, between 40 and 50% of overall fraud and error in benefit program is
error. Some interventions in OECD countries have been shown to have positive effect on
error. They include:
•
The introduction of results-based management and improving the level of
management oversight in Canada;
•
Improving guidance and communication with benefit applicants in the United
Kingdom (errors on application forms can also arise from a lack of
understanding);
•
Staff training and development in most OECD countries (many errors are caused
by staff processing incorrectly); and
•
IT improvements (many errors are systemic failures) in Ireland and the United
Kingdom.
Corruption is not considered an important problem in the OECD countries. There are a
number of reasons for the low prevalence of corruption in OECD social protection
programs:
3.3
•
Clear and transparent eligibility criteria;
•
Separation between assessment and payment functions;
•
Separation between processing/decision-making and investigations or reviews
functions;
•
Integrity of systems processing payments;
•
Staff training and management;
•
Investigators/reviewers not assigned cases where familiarity is suspected; and
•
Strength and independence of internal audit.
How do OECD instruments aimed at mitigating EFC develop over time?
The instruments applied in selected OECD countries to tackle the problem of EFC in
social protection programs developed over time. The way in which these systems generally
develop can hold lessons for introducing these types of instruments in less developed
countries. This brief section does not aim to provide a definitive overview of how antifraud strategies develop across OECD countries, but provide a general indication on how
these types of strategies evolve and mature on the basis of observations of developments in
OECD countries and lessons learnt in the course of the fieldwork for this toolkit. An
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overview is given in Table 2. This table is based on a general interpretation of maturation
by the authors and outlines how typically some areas of prevention, detection, deterrence,
and monitoring evolve in the short-term, medium-term and longer-term.16 The
maturation of strategies is based on three dimensions:
•
Increased investment in IT and administrative capacity (Some OECD countries
[e.g the UK and Australia] show that the public resources saved through EFC
reduction are far more substantial than the investments made in EFC mitigation);
•
Improvements in technology (the application of new technologies in terms of
communicating with the public, processing of benefits, making payments to
beneficiaries, and matching data held on individuals change the general
administration of benefits and how EFC mitigation is approached); and
•
Learning over time from your actions (a good example is moving to more riskbased reviews as the agency learns what the EFC risks to its operations are through
analysis and intelligence gathering).
Table 2: A view on the development of EFC strategies in OECD countries over time
Outcome
Type of
intervention
Short-term
Medium-term
Longer-term
Prevention
Secure
payment
-Lower transaction costs in
payment (e.g. reduce
number of administrators
involved)
-Pay directly to beneficiary
-Pay directly to beneficiary
through secure channel (e.g.
bank account)
Improve
administrative
capacity
-Introduce clear guidance
on administrative
responsibilities and job
descriptions
-Improve staff training to
ensure awareness of EFC and
how to tackle it
-Introduce results-based
management
-Provide adequate
administrative resources
(e.g. cover expenses )
Information
campaigns
Detection
Intelligence
-Move to IT systems to register
and process claimants
-Upgrade IT systems to allow
case history to be seen and
eligibility checks to occur
-Make claimants and staff
aware of what EFC is and
eligibility requirements of
program
-Introduce a rights and
obligations charter between
claimant and social security
agency
-Introduce information sessions
to inform claimants on rights
and responsibilities
-Empower staff and
beneficiaries to refer cases
of EFC for investigation
-Formalise procedures on how
to refer cases for investigation
-Invest in IT to perform datamatching on electronic databases
-Introduce telephone hotlines
for individuals to complain and
refer cases
-Invest in analysis of evidence
collected to inform investigations
-Undertake paper-based
data matching
16
-Work with civil society groups
to educate wider groups of
benefit claimants
See for instance some discussion on fraud regimes in van Stolk, C. and Wegrich, K. (2010) “Casting light
into dark corners. A cross-national comparison of approaches to performance management in fighting fraud in
social security and the hidden economy”, Public Management Review, forthcoming.
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Investigations
Deterrence
Monitoring
Sanctions
-Improve joint-working
with other government
agencies
-Improve data-matching to be
real-time
-Introduce thorough and
independent reviews of
cases that look at all facets
of a case
-Introduce time-based
investigations
-Introduce spot checks at the
outset of a claim
-Perform risk-based
investigations on the basis of
cases most likely to see EFC
(analysis of intelligence)
-Introduce and apply
guidance on how to
conduct investigations
-Introduce a dedicated
investigations service
-Introduce sanctions to
deter fraud and corruption
-Apply sanctions consistently in
all cases
-Relate severity of sanctions to
EFC risks faced by social
protection program
-Sample selection of cases
and monitor outcomes of
independent reviews
-Sample statistically significant
sample of cases in some
programs to gauge level of EFC
-Sample statistically significant
number of cases to gauge level of
EFC in all programs
-Monitor outcomes on the
basis of categories of EFC
-Measure cost-effectiveness of
interventions used to combat
EFC
-Measure accuracy of processing
and payments
3.4
How are the OECD instruments to mitigate EFC currently applied in less
developed countries?
In less developed countries, these types of administrative initiatives to control EFC seem
underutilised.17 For instance, pilot mission to the Ukraine and the Kyrgyz Republic found
a very limited use of deterrence, with administrations quite reluctant or unable to apply
sanctions to fraudulent claims. In the pilot mission in Bangladesh, EFC controls did not
extend much beyond basic monitoring activities. Evidence from South Asia also shows
important limitations in control and accountability mechanisms in conditional cash
transfer programs.18 However, the World Bank has also found some positive trends
emerging. These include greater use of technology, at least in MICs; more explicit thought
on transparency; and greater attention to implementation issues (see Box 3 for examples).
Better practices in collecting and using program information in developing countries can
provide an indication of the scope and nature of the problem, and may even prevent EFC
from happening. A number of MICs are making large investment in management
information system of the social protection program, a key tool for the development of an
effective policy to combat EFC. Table 3 gives an overview of some good practice in MICs.
17
World Bank 2007 FEC SSN Primer note.
18
See for instance, World Bank (2009), “Control and Accountability Mechanisms in Cash Transfer and
Conditional Cash Transfer Programs: A Review of Programs in South Asia”.
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Table 3: Good practice of oversight and control mechanisms from the Latin America
region19
A number of middle-income countries have made significant steps forward in
implementing mechanisms to control the use of funds in social protection programs. Some
of these initiatives are more comprehensive than others and include:
•
•
•
19
Brazil’s Bolsa Familia Program (BFP) is a large conditional cash transfer (CCT)
program implemented in a federal context. At federal level, the program is managed by
the Ministry of Social Development (MDS). Most of its implementation, however, is
done by the 5,564 municipalities. Consequently, the main pressure points for EFC in
Brazil’s decentralized context include political interference, political biases, and
administrative errors in the registration process. To manage, monitor and reduce the
risk of EFT, the Government has instituted several mechanisms, including: (a)
Oversight & Control by Supreme Audit Agencies that undertakes regular randomsample operational audits (also known as quality control reviews); implementation
evaluations; annual financial audits, and investigation of at-risk cases; (b) MDS’ own
program controls, including internal and external cross-checks of the registry;
monitoring municipal implementation quality using the new system of financial
incentives (performance-based administrative cost subsidies) and the “Decentralized
Management Index”, and; monitoring of the activities of the operating agent for
registry and payments, via the new performance-based contract and associated
financial penalties, and; (c) Municipal controls (social controls, local contacts).
Municipalities serve as first point of contact for complaints or appeals for the
beneficiaries. Formal Social Controls Councils have been established in all
municipalities, and their roles include: overseeing the registration process; periodically
evaluating beneficiary list; monitoring reporting on, and compliance with,
conditionalities. Centralized hotlines are used to handle inquiries from general public,
beneficiaries, and local program managers.
The Heads of Household Program in Argentina is a large-scale emergency workfare
program set up quickly during 2001-2 economic crisis. The Ministry of Labor is the
responsible national agency and registration is decentralized through municipalities
and civil society/political organizations. A set of complaint resolution tools has been
established, including: (a) Toll free hotlines manned by call centres addressing
questions on payment dates, eligibility and for reporting ineligible beneficiaries; (b) a
Commission in the Ministry of Labor to handle allegations of program abuse or
complaints; (c) Criminal offenses referred to Federal Prosecutor of the Social Security
System; (d) monthly cross-checking of databases.
Colombia’s Familias en Accion is a CCT program under Presidential Executive
Agency (Social Action) implemented at municipal level. Spot checks reviewing and
monitoring the operational procedures for program implementation in different
localities are carried out on a random basis by external firm. These spot checks serve
several objectives, such as: checking if operations and procedures of program met
Taken from World Bank 2007 FEC SSN Primer note.
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objectives in practice; verifying how procedures were being interpreted; validating the
accuracy of the data relevant for the program (i.e. verification of fulfilment of
conditionalities, inscription of eligible families, payments, etc.).
Source: Lindert et al (2007) and World Bank (2007)
3.5
What are the main instruments to combat EFC per level of government?
The administration of social protection programs often involves different government
actors, levels of government, and cooperation between government and civil society. This
is especially true in lesser developed countries where administrative capacity is more limited
than in the developed world. This section highlights where some of the responsibilities
could lie in lesser developed countries. Gives an overview of responsibilities split between
independent audit agencies, the ministry responsible, and local level actors. This split of
responsibilities is particularly important in LICs and MICs as policy makers in these
countries often involve multiple levels of government to ensure that the program can be
delivered. In many OECD countries the administration of benefits ends to be more
centralised or is delivered through executive agencies under the direct supervision of the
department responsible.
Figure 4: EFC oversight mechanisms per level of government
Independent Audit
Agencies
•Financial audits
•Regular random-sample operational audits
•Case investigations & follow up
•Implementation evaluations (GAO type)
•Publication of beneficiary lists on transparency portal
Ministry Responsible
for Programme
•Internal & external registry cross-checks
•Hotlines with trained operators
•Case investigations & follow up
•Monitoring mechanisms for third party implementation
(e.g., municipal governments, payments agent, NGOs)
•Publication of beneficiary lists on transparency portal
Local Level
•Regular recertification of eligibility
•Local point of contact for complaints, appeals
•Follow up investigations (case-by-case)
•“Social controls” councils (citizen oversight)
Source: Fiszbein, Tesliuc, and Lindert, 2009, World Bank
3.6
How does this approach on EFC control inform other diagnostic initiatives?
It is important to note that the approach taken in this toolkit is broadly compatible or
complementary with other diagnostic initiatives undertaken by the World Bank or in
countries. A value added of this toolkit is that it provides a structured way of thinking in
terms of prevention, detection, deterrence and monitoring of EFC in social protection
programs on the basis of the experience of OECD countries, which can inform other,
perhaps broader, diagnostic initiatives in the World Bank and contribute to what the
World Bank emphasises in overall program design, as exemplified in some recent reports
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on South Asia and the Latin America Caribbean region.20 These reports focused strongly
on effective control and accountability mechanisms to ensure that effective targeting
occurs, beneficiaries receive payment, operating procedures in programs are followed, good
governance and accountability are present, and policymakers have the information to
improve the program. The EFC toolkit can either serve as an additional checklist to see if
recommendations from reports follow conventional wisdom seen in OECD countries (see
Table 1) or to design a diagnostic mission with a more exclusive focus on EFC.
It is useful to give some concrete examples. An example of the latter on how approaches
can be merged is given in Table 4 taken from a proposed diagnostic mission in a cash
conditional transfer program (CCT). Similarly, Table 5 in Appendix C gives an overview
of how to look at program design with EFC lenses.
Table 4: Assessing control and accountability mechanisms in a CCT21
The World Bank proposes a diagnostic mission to look at good governance and EFC control of a CCT in Southeast Asia.
This mission merges the approach in this toolkit with the diagnostic approach taken to look at governance in cash
conditional transfer programs in the Latin America Caribbean region. The approach taken in CCTs in the Latin America
Caribbean region highlighted the following areas for attention:
•
Institutional design. Define lines of authority and accountability, including administration and service delivery.
Align incentives and financing, particularly for intergovernmental responsibilities. Identify risks and remedies up
front.
•
Targeting. Focus more attention on possible exclusion errors (that is, eligible households not being included) and
consider the need for more frequent recertification of eligibility.
•
Conditionalities. Balance accuracy and the burden of verification. Examine reasons for non-compliance.
•
Payment processes. Improve cash-flow monitoring and associated control procedures.
•
Management information systems. Strengthen frameworks to analyze and design MIS systems. Encourage
crosschecking of enrolments with other databases.
•
Internal quality control. Expand process evaluation, feedback loops, and correction mechanisms within
programs, particularly through spot checks.
•
Accountability. Ensure appropriate mechanisms to handle complaints and appeals in a timely manner, and
publish program data.
•
Financial management and auditing. Define payment accounting and reporting requirements. Focus audits on
risks. Include supreme audit institutions.
•
Procurement. Closely supervise the implementation of large service contracts.
Merging this approach with the approach developed in this toolkit gives rise to five main areas of interest developed by the
World Bank focusing on EFC mitigation to strengthen governance and EFC control in this CCT program.
•
Minimising risks of corruption and resource leakage in targeting (speaking to prevention);
Bank (2007),
Control and
in Conditional
Cash
Programs: A Review
• World
Minimising
corruption
risksAccountability
in programMechanisms
implementation
(speaking
to Transfer
prevention);
of Programs in Latin America and the Caribbean. Operational Innovations in Latin America and the Caribbean,
• 1,
Design
management
information
for ongoing
control in
of program
integrity
Vol.
No. of
1; design
World ofBank
(2009), “Control
and system
Accountability
Mechanisms
Cash Transfer
and(speaking to
monitoring);
Conditional Cash Transfer Programs: A Review of Programs in South Asia”.
20
World Bank
(March 2007),control
Control
Accountability
Mechanisms
• Development
of program-level
andand
accountability
measures
to ensureConditional
(speaking toCash
detection); and
Transfer Programs: A Review of Programs in Latin America and the Caribbean
21
•
Enhancement of department-wide control and accountability measures to address more systemic EFC issues
(speaking to detection).
28
CHAPTER 4
4.1
Terms of references for a diagnostic
assessment in client countries
What are the key questions to be asked?
Appendix A provides an overview of a template used in previous missions. Some of the key
questions are:
4.2
•
What is the administrative capacity for EFC control and who is responsible for
EFC control?
•
What are the different types of social protection programs and who is involved at
each stage in their implementation?
•
How are EFC defined?
•
What are the causes of EFC identified in the social protection program?
•
What is the extent of the EFC problem in the social protection program (s)?
•
What does the administration do in terms of prevention, detection, and deterrence
initiatives?
•
Does the administration evaluate the effectiveness of initiatives?
•
How (if at all) are EFC measured and monitored in social protection programs?
•
How is monitoring information used by policy makers?
What type of data collection takes place?
Most of the data is likely to be provided by the ministry responsible for the social
protection program. This data is likely to include:
•
Data on social protection programs including number of claimants over time,
average claim, expenditure per region, total value of expenditure and so on.
•
Data on staff in the ministry and local levels (number per unit and salary).
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•
Data on reviews or audit activities, including number of audits, audits per region,
outcome per audit (e.g. overpayments identified).
•
Data if available on the overall extent of EFC in the social protection program,
including the amount of overpayments identified, overpayments per region, and
average overpayments (ideally also overpayments identified as fraud, error, and
corruption).
•
Data on targeting.
•
Data on prosecutions or sanction, including the number of sanctions issues and
the average value of the sanction.
Who are the key informants in this diagnosis?
Informants in previous mission have included:
4.4
•
Head of internal audit of ministry responsible;
•
Heads of unit dealing with the processing and payment of benefit claims;
•
Staff in the ministry involved in audit;
•
Staff in the ministry involved in processing and payment of benefit claims;
•
Staff at district and local levels involved in audit;
•
Staff at district and local levels involved in processing and payment of benefit
claims;
•
Beneficiaries; and
•
Local experts.
How are recommendations arrived at?
Recommendations arise from three questions:
•
What is the ideal EFC control (based on OECD practice)?
•
What type of EFC mitigation is in existence in the social protection program(s) of
the client country (based on data and information collected in the mission)?
•
What can be done to improve EFC mitigation in client countries in the short,
medium and long term given the administrative context (based on the judgment
of the mission team)?
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4.5
EFC Toolkit
What should the composition of the team be?
Previous missions have had the following composition (see Appendix C for a typical work
program):
4.6
•
A senior official with knowledge of social protection programs in LICs and MICs
as mission lead in charge of organising the mission;
•
A senior official with knowledge of social protection programs in the client
country (a country officer or SP country lead)in charge of local facilitation of the
mission;
•
One or two consultant(s) with in depth knowledge of social protection programs
of the client country. This consultant will prepare the mission by undertaking
background research on the basis of the template in Appendix A. This consultant
should have close contacts with the ministry responsible for administering social
protection programs and a background in looking at governance, accounting,
audit, or social protection.
•
One or two consultants with in-depth knowledge of good practice in OECD
countries. These have in past included heads of fraud and error strategy teams in
OECD countries, senior members of fraud investigations teams in OECD
countries, and an independent researcher with in-depth knowledge of EFC
controls in OECD countries. Their contribution is to compare what client
countries are doing to good practice in OECD countries and bring their
experience of having developed EFC control over time. In the past, they have
made presentations to EFC control practitioners in the client country on good
practice in OECD countries and have written the diagnostic report. Appendix C
gives an overview of their responsibilities during the mission. These responsibilities
could also be taken on by expert World Bank staff in future missions.
•
A translator if required.
•
Support staff to organise logistics and scheduling.
What are the costs of the diagnostic mission?
The cost of the diagnostic missions in Bangladesh, Kyrgyzstan and Ukraine ranged
between $30,000 to $50,000.
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CHAPTER 5
Examples from missions so far
In this Chapter, we give examples from missions undertaken during 2008-2009 in the
Ukraine, the Kyrgyz Republic and Bangladesh; as well as from the review of governance
and accountability arrangements in CCT program in Latin America and the Caribbean22.
The missions offered a diagnosis of the issue of EFC. The diagnosis included:
•
What is the problem of EFC in the social protection program (s) of the client
country and how is the problem monitored?
•
What type of EFC mitigation is in existence in the social protection program(s) of
the client country (looking at prevention, detection, and deterrence)?
•
What can be done to improve EFC mitigation in client countries in the short,
medium and long term given the administrative context? (this is derived from the
judgment of the mission team on the basis of what we know of good practice in
OECD countries).
On the basis of the diagnosis, a dialogue was opened with key policy makers to see how
improvements in EFC mitigation could be made. These improvements can be considered
wider improvements in program implementation.
Below, we give an overview of the findings in the Ukraine, Kyrgyzstan and Bangladesh.
5.1
Ukraine
5.1.1
What is the problem of EFC?
The Ukraine does not systematically measure or estimate the overall extent of fraud and
error in the system. Rather, it bases its assessment of the level of fraud and error in its social
programs on the results of the inspections undertaken by its social inspectors in specific
benefit types.
The Ukraine does not monitor the overall rate of fraud and error. The Ministry of Labour
and Social Policy requires the local offices in the rayons to report to the regions or oblasts,
which send their reports to the Ministry of Labour and Social Policy and reports on the
effectiveness of its initiatives in different ways.
22
World Bank (March 2007), Control and Accountability Mechanisms Conditional Cash Transfer Programs:
A Review of Programs in Latin America and the Caribbean
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What type of EFC mitigation is in existence?
Prevention
Most of the emphasis in prevention of benefit fraud and error in the Ukraine is placed on
extensive controls and document checks at the time of the benefit applications. In many
cases, the application is filled out jointly by the benefit applicant and a member of staff in
the benefit office. Each application has to go through a series of document checks.
Moreover, there are two ways in which the rights and obligations of the benefit claimant
are explained. Firstly, the application admission officer informs an applicant on his rights,
the obligation to submit correct information and on the right of social inspector to check
his/her material circumstances. Secondly, regulations require the benefit authority to notify
each claimant that his/her signature on a submitted application is an acknowledgement
that all information in the document is complete and accurate.
Detection
Roles of the social inspector
The main detection activities in the Ukraine centre on the work of the social inspectors.
The social inspectors have three main roles. Firstly, they perform verification checks (home
visits) and subsequent checks on changes in material circumstances for a number of meanstested benefits. Secondly, the social inspector can undertake random checks of benefit
recipients. Finally, social inspectors also do information and awareness work.
Effectiveness of social inspections
The main observation on the effectiveness of social inspectors is that the number of
detections per number of inspections is low. Though the rate of denial of applicants on the
basis of home visits is around 15.8 percent of cases inspected and about 3.5 percent of total
benefit applicants, the number of subsequent detections through random checks is much
lower between 1.2 and 2.3 percent of total inspections.
Deterrence
The sanctions used in the Ukraine against those who obtain benefits fraudulently are
limited. In all cases of overpayments identified, the benefit offices will seek to recover the
overpayments identified through the courts without an additional penalty or fine. There
are some other factors, which have an impact on deterrence. Firstly, the absence of clear
legal definitions on fraud in the social security system as stated gives a limited legal base
from which to apply sanctions. Secondly, the benefit offices have traditionally taken little
action against employers who have colluded with benefit claimants.
5.1.3
What can be done to improve EFC mitigation?
Prevention
The Ministry of Labour and Social Policy needs to play a more active role in changing the
general population’s attitude towards benefit fraud.
Short-term
A quick win for benefit authorities is to spell out clearly and visibly on application forms or
on the website that benefit fraud is a crime.
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Medium to long term
The Ukraine could start developing a mass media campaign (radio, television, posters, and
advertising in printed media) on the topic of benefit fraud. The Ukraine could also pilot
the introduction of a telephone 'hotline' or website, where citizens can report instances of
suspected fraud.
Detection
The overall rate of social inspections is high, but the results in terms of detections are low
There are three ways in which inspections can be more targeted. Firstly, they can be done
on the basis of a risk assessment, which is based on building up profiles of clients who are
at risk of committing benefit fraud. Secondly, they can be done on the basis of the hybrid
means-test proposed by the World Bank. Those who do not meet these new requirements
of means-testing or whose personal characteristics do not match up with the means-test
could be inspected. Finally, inspections could occur on the basis of systematic intelligence
gathered through data-matching. Data-matching is already in use in the Ukraine to inform
random inspections. Its use could be expanded and made available through information
technology systems.
The social inspectors appear to have inadequate guidance on asset-testing, which leads
to subjective assessments of claimants’ assets
Short term
The Ministry of Labour and Social Policy could update guidance and develop a better and
more comprehensive methodology for asset-testing in means-tested benefits.
The absence of incentives affects the effectiveness of social inspections
Short to medium term
We would suggest exploring ways in order to steer the performance of social inspectors
through process targets (e.g. number of inspections) and outcome of social inspections (e.g.
overpayments identified).
Deterrence
The absence of a legal definition of benefit fraud does not contribute to effective legal
sanctioning of fraud
The sanctions in place appear insufficient in terms of providing an appropriate deterrent
effect
Short term
There are a number of laws on the books in the Ukraine, which could be used to sanction
benefit fraud.
Medium term
The legal definition of benefit fraud needs to be strengthened and aligned with internal
policy at the Ministry of Labour and Social Policy.
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What has been the impact of the diagnosis?
The impact of the diagnosis has been positive. The World Bank has been working with the
Ukrainian government to implement a number of recommendations. The Ministry of
Labour and Social Policy has in principle agreed to start piloting the use of the hybrid
means-test in its social protection programs in order to limit the number of ineligible
claims.
5.2
5.2.1
The Kyrgyz Republic
What is the problem of EFC?
The Kyrgyz Republic does not systematically measure or estimate the overall extent of
fraud and error in the system. Rather, it bases its assessment of the level of fraud and error
in its social programs on the results of the inspections undertaken by auditors in specific
benefit types.23
The Kyrgyz government does not explicitly track the effectiveness of its anti-fraud strategy
by monitoring the amount of spending on social inspections against what it identifies in
overpayments and ultimately recovers. However, the Ministry of Labour and Social
Development (MLSD) collects information and keeps records based on results of
inspections of organisations within the social assistance system carried out by the Internal
Control and Audit Department. The data is submitted on a quarterly basis by rayons.
5.2.2
What type of EFC mitigation is in existence?
Prevention
The majority of initiatives aimed at preventing benefit fraud take place at the point of
submission of the benefit claim where verification of documents and material
circumstances takes place. In addition, the MLSD operates mechanism for the public to
complain about potential irregularities in benefit applications and payments.
Detection
There are two main ways that the eligibility of benefits is verified. Firstly, most of the
verification work takes place at the time of submission of the benefit claim. Secondly,
subsequent detection of fraud and ineligibility takes place at two levels. At rayon level, the
eligibility of applicants is verified on average once a year. These controls can detect
ineligible applicants. At national level the Internal Audit and Control Department of the
MLSD tries to inspect the files of each rayon once a year to detect financial infringements.
23
When looking at overall fraud and error, we can calculate a proxy of the fraud and error rate for UMB, the
main unemployment benefit, on the basis of financial infringements. We know that there were 451,300
recipients in UMB with an average benefit of 124 KGS per month. This amounts to about 56 million KGS a
month or 672 million KGS per year. If we look at revealed financial infringements for 2007, we find a total
value of about 340,000 KGS or 2.2 million KGS in 2006. This would mean if we assume that most
infringements are in UMB that the amount of fraud that the MLSD identifies a fraction of a percent of total
payments in 2007 and a third of percent in 2006.
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Deterrence
MLSD does not classify financial infringements as fraud, error and corruption. This means
the audit practices of the MLSD and wider sanctions are not specifically tailored towards
concepts such as fraud, error and corruption. Nonetheless, the Law of the Kyrgyz Republic
‘On the state benefits’ contains a number of articles stipulating specific measures and
sanctions in relation to persons who deliberately obtain benefits on false grounds.
5.2.3
What can be done to improve EFC mitigation?
Prevention
The Ministry of Labour and Social Development (MLSD) needs to play a more active role
in changing the general population’s attitude towards benefit fraud.
Short term
A quick win for benefit authorities is to spell out clearly and visibly on application forms or
on the website that benefit fraud is a crime.
Medium to long term
The Kyrgyz Republic could start developing a mass media campaign (radio, television,
posters, and advertising in printed media) on the topic of benefit fraud which highlights
the consequences of benefit fraud and the damage it is doing to general society.
The MLSD needs to provide better guidance to the social worker in assessing benefit
applications
Short term
The MLSD needs to provide clear guidance to social workers on their roles and
responsibilities (e.g. in job descriptions [see Appendix F on job descriptions in the UK])
and provide them with a standard operating manual on how to support benefit applicants
and assess eligibility of applications.
Medium term
The MLSD could take some action on the problem of collusion between social workers
and claimants.
The MLSD could work with the post office to improve the way payments are handled by
the post office
Medium term
The MLSD could work with the post office to improve how cash is handled. We would
suggest a careful review of the delivery of cash to recipients and perhaps implement
collection at the Post Office by claimants on production of ‘verified’ identity.
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Detection
The overall rate of social inspections is relatively high, but the results are low in terms of
the value of infringements identified and savings made after home and employer visits
There are three ways in which inspections can be more targeted. Firstly, they can be done
on the basis of a risk assessment, which is based on building up profiles of clients who are
at risk of committing benefit fraud.24 Secondly, they can be done on the basis of the hybrid
means-test.25 Those who do not meet these new requirements of means-testing or whose
personal characteristics do not match up with the means-test could be inspected. Finally,
inspections could occur on the basis of systematic intelligence gathered through datamatching.
The MLSD could increase its capacity to perform inspections
The lack of capacity within the MLSD to inspect benefit claimants and to analyse the
reasons for fraud and main risks to the benefit system was often cited. This lack of capacity
could compromise the effectiveness of anti-fraud controls.
The inspectors appear to have inadequate guidance on performing inspections which can
lead to variable working practice
Short term
The MLSD could update guidance in order to mitigate the risk that inspectors rely too
much on personal judgments to inspect cases and detect fraud, error, and corruption.
Deterrence
The legal definition of benefit fraud does not contribute to effective legal sanctioning of
fraud
The sanctions in place appear insufficient in terms of providing an appropriate deterrent
effect
Medium term
The MLSD could seek powers to levy administrative penalties and seek the recovery of
overpayments outside of the courts in minor cases. This would free up the courts and
ensures that there is a greater likelihood for the recovery of overpayments.
The legal definition of benefit fraud needs to be strengthened.
5.2.4
What has been the impact of the diagnosis?
The MLSD agreed with many of the recommendations in the report. A discussion is to be
hold with the international community on how to take some of these recommendations
forward.
24
In drafting the recommendations, one has to keep in mind that in specific instances inspections are a legal
requirement and any change in the direction of inspections would require a change in the law.
25
A combination of income/asset testing and proxy measures.
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5.3
5.3.1
EFC toolkit
Bangladesh
What is the problem of EFC in the Employment Generation Program?
Very little is known about error, fraud and corruption (leakage) in the Employment
Generation Program (EGP) of the Ministry of Food and Disaster Management (MoFDM)
in Bangladesh. Most of information that we found is anecdotal in nature. As discussed
earlier, monitoring within the program itself does not provide us with an estimates of
error, fraud, and corruption in the EGP, nor does it provide us with systematic outcomes
of the inspections undertaken.
The monitoring procedures for the EGP are complex. There were broadly three ways of
monitoring and reporting in the initial phase of the EGP: a progress report, a daily
achievement report, and ad hoc reports.
5.3.2
What type of EFC mitigation is in existence?
The EFP does not have a strategy to combat EFC in the EGP and few initiatives in terms
of prevention, detection, and deterrence outside of the monitoring and reporting function.
Our discussions with officials made it appear that MoFDM does not appear to have clear
definitions on error, fraud and corruption. Aside from monitoring taking place in the first
place, the content of the monitoring also matters. Ideally, monitoring would allow you to
understand the causes of leakage within the program in order to adjust or devise strategies
to mitigate error, fraud and corruption. Our discussions clearly indicated that MoFDM
had insufficient management information to understand the extent of the problem and the
root causes of the problem. The MoFDM does not have independent capacity to perform
internal audit on the program or fraud investigations.
5.3.3
What can be done to improve EFC mitigation?
A number of basic steps could be taken to enhance error, fraud and corruption control in
EGP focusing on prevention, detection, deterrence, and performance management. The
steps we outline follow the main principles of an anti-fraud strategy practiced in OECD
countries.
Prevention
We see seven main steps in prevention:
•
Pre-planning to minimise the ad hoc nature of the program and to counteract
significant delays in the implementation of the program.
•
Providing clear guidance on objectives of program, eligibility, and project selection
and communicating this guidance to officials on the ground.
•
Reducing the number of tiers of government involved in administration to
minimise the delay in cash transfers to the beneficiary and mitigate the risks of
corruption.
•
Enhancing accountability by separating the functions of administration, payment,
and monitoring.
•
Providing adequate resources (e.g. travel expenses) for those involved in EGP
implementation commensurate with the amount undertaken for the program,
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which could incentivise local officials to take more interest in EGP
implementation and reduce the risk of corruption as well.
•
Using new technologies (mobile phones, mobile ATMs, etc.) to transfer benefit
directly to the recipient.
•
Empowering local beneficiaries to counteract the influence of local officials over
the EGP.
Detection
Current monitoring of the projects and beneficiaries enrolled in the projects appears
insufficient. In essence, similar officials administering the projects are also monitoring the
projects. We suggest the vetting of the list of beneficiaries in each Union by for instance
independent professionals. The vetting of the list of beneficiaries is particularly important
given that most opportunity for fraud, error and corruption resides at the selection of
beneficiaries stage.
Deterrence
To enhance accountability in the EGP, a grievance procedure could be introduced. Several
avenues to allow for complaints could be introduced. Complaints could be directly made
to elected officials at Upazila level. To limit collusion, MoFDM would monitor complaints
and ensure that they were actioned at Upazila level. A second avenue, complementary to
the first, could be a hotline at MoFDM to allow for complaints.
Performance management
At present, EGP has limited monitoring to ensure that the funds have been spent
according to the rules and regulations of the program. This means that MoFDM does not
have sufficient management information to understand the problem of error, fraud and
corruption fully and manage the risks of error, fraud and corruption. A number of steps
could be taken to improve the information received at MoFDM starting from the bottomup moving to the Ministry.
5.3.4
What has been the impact of the diagnosis?
The MoFDM is keen to explore several aspects of the recommendations with a view of
improving overall program implementation. The key aspect is to see whether technical
assistance can be provided to improve EFC mitigation in the EPG. In this way, program
improvements need to be supported by follow-up work.
5.4
EFC in Conditional Cash Transfer Programs in Latin America and the
Caribbean
Conditional Cash Transfer (CCT) Programs are being widely adopted the Latin America
and the Caribbean region and have been shown to be among the most effective
mechanisms available to provide basic human development benefits to lower-income
people. The paper “Control and Accountability Mechanisms Conditional Cash Transfer
Programs: A Review of Programs in Latin America and the Caribbean” , based on seven
case studies, provides an in-depth review of tools and good practices for oversight and
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control of error and fraud in CCT programs. It also provides guidance on the options and
factors to be considered selecting among different CCT mechanisms. We highlight here
the key mechanisms used to reduce the level of EFC in Colombia and Mexico:
Colombia. The CCT Program, Familias en Accion, incorporates several mechanisms to
combat error, fraud and corruption. Since the program operates in a decentralized context,
there are instruments at various levels. First, at the municipal level, there are established
committees who are responsible for addressing appeals and allegations of ineligible
beneficiaries participating in the Program. In addition, each municipality signs an
agreement with the National Program, taking on specific obligations and responsibilities.
If these responsibilities are not carried out or fraud is discovered, then the Program can be
suspended in those localities. There are established channels in the Program (as reflected in
the Operations Manual for these committees to take action, together with the required
documentation). Second, at the national level, the Program has several mechanisms
through which it can receive complaints and allegations, including e-mail, written
correspondence, and most recently the installation of a call-center. There are procedures
for handling each of these matters and the MIS records the number, location, and type of
complaints or appeal. Third, at the national level, the program carried out periodically a
system of spot checks to check to see how the Program's procedures are being
implemented in different localities. These reviews are contracted externally and include a
large randomly drawn ample and cover all aspects of the operation of the Program,
including views of beneficiaries. Finally, the most recent initiative is a systems audit, which
identified room for improvement in better security for the system and making more
procedures automatic. The Program is following up on these recommendations.
Mexico. The main systems in place in Mexico to control error, fraud and corruption in
Oportunidades: (1) An extensive system for reception and handling of complaints,
including different points of reporting, including "mobile boxes" at payment points for
beneficiaries. There are established procedures for following up on complaints and the
measures taken are reflected in MIS indicators. (2) Since 2000, the Program has
implemented twice a year a survey of beneficiaries and program providers called sentinel
points, which checks on compliance with procedures. (3) The registration of new families,
where families are told about the various mechanisms to report allegations or problems, is
covered by a "citizen's report card" part of an initiative of the national government. (4)
Extensive data on program, including evaluation, is published and accessible to the public,
as are the operating rules. Data on program - including targeting results – is available
through independent surveys. (5) The Program operates a call-center, which receives
complaints and allegations.
The broader findings of the study are:
•
In Bank-financed CCT programs in LAC, basic control systems are in place and
potential risks being handled adequately (no fiduciary “red flags” uncovered);
•
There is a variation in performance and practices across countries;
•
There are island of good practices in different programs in the region:
o
Operational audits – Colombia, Jamaica;
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o
Spot checks – Colombia, Argentina;
o
Role of Supreme Audit Agencies, municipal performance incentives and
indicators – Brazil;
o
Database cross checks – Argentina;
o
Evaluations – Argentina, Brazil, Colombia, Ecuador, Jamaica.
The main lessons of the study point to the need for continuous review of status and nature
of risks; and the potential to help our clients on implementing instruments to control the
level of EFC and develop strategies.
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CHAPTER 6
Resources
The following provides resources for those interested in looking at ‘good practice’ in
OECD countries.
6.1
United Kingdom
House of Commons Committee of Public Accounts (2005), “Fraud and Error in Benefit
Expenditure”,
Fourth
Report
of
Session
2005-06,
London:
NAO.
http://www.publications.parliament.uk/pa/cm200506/cmselect/cmpubacc/411/411.pdf
NAO (2005), “Department for Work and Pensions. Dealing with the Complexity of the
Benefits System”, Report by the Comptroller and Auditor General, HC 592 Session 20052006,
18
November
2005,
London:
NAO.
http://www.nao.org.uk/publications/nao_reports/05-06/0506592.pdf
NAO (2004), “Department for Work and Pensions Resource Accounts 2003-04”, Report
by
the
Comptroller
and
Auditor
General,
London:
NAO.
http://www.nao.org.uk/publications/nao_reports/04-05/0405170.pdf
NAO (2003), “Department for Work and Pensions. Tackling Benefit Fraud”, Report by
the Comptroller and Auditor General, HC 393 Session 2002-2003, 13 February 2003.
http://www.nao.org.uk/publications/nao_reports/02-03/0203393.pdf
6.2
Australia
Australian National Audit Office (2004), Fraud Control in Australian Government
Agencies:
Better
Practice
Guide,
Canberra:
ANAO.
http://www.anao.gov.au/uploads/documents/Fraud_Control_in_Australian_Government_
Agencies.pdf
Attorney General’s Department (2002), Commonwealth Fraud Control Guidelines 2002,
Canberra:
Ministry
for
Justice
and
Customs.
http://www.ag.gov.au/www/agd/rwpattach.nsf/VAP/(4341200FE1255EFC59DB7A1770
C1D0A5)~commonwealth-fraud+control+guidelines.pdf/$file/commonwealthfraud+control+guidelines.pdf
43
EFC Toolkit
RAND Europe
The Auditor-General (2004), Survey of Fraud Control Arrangement in APS Agencies,
Audit
Report
No.14,
Canberra:
ANAO.
http://www.anao.gov.au/uploads/documents/2003-04_Audit_Report_14.pdf
Australian Institute of Health and Welfare (2005), Welfare expenditure Australia 2002-03,
Health and Welfare Expenditure Series, No. 24, Canberra: Australian Institute of Health
and
Welfare.
http://www.aihw.gov.au/publications/hwe/wea02-03/wea02-03.pdf
Centrelink.
(2005).
Annual
Report
2004/05,
Canberra:
Centrelink.
http://www.centrelink.gov.au/internet/internet.nsf/filestores/ar0405pdf/$file/complete.pdf
Commonwealth of Australia (2001). Management of Fraud and Incorrect Payment in
Centrelink.
http://www.anao.gov.au,
Canberra:
Australian
Government.
http://www.anao.gov.au/uploads/documents/2001-02_Audit_Report_26.pdf
Department of Family and Community Services (2005). Part C: Department of Family
and Community Services Budget Statement. Portfolio Budget Statements 2004-05.
http://www.facs.gov.au
http://www.facs.gov.au/internet/facsinternet.nsf/VIA/budget200405/$File/05partc_budget_statement.pdf
OECD
(2004),
The
Social
Expenditure
Database,
Paris:
OECD.
http://www.oecd.org/document/2/0,2340,en_2649_34635_31612994_1_1_1_1,00.html
6.3
Canada
CA MacDonald and Associates (1994), Reducing Fraud and Waste in Income Security
Programs in Canada, Edmonton AB: CA MacDonald and Associates.
http://www.camacdonald.com/fraserep.htm
Canada Newswire, McGuinty Government restoring Integrity to Welfare: Plan Will Help
People Move from Working for Welfare to Working for A Living, December 15.
http://www.mcss.gov.on.ca/mcss/english/news/releases/041215.htm
Canadian Business and Current Affairs (2005), Ontario Undoing Welfare legacy of the
Harris
Government,
Vol.
20,
No.
5,
p.5,
January
24.
http://findarticles.com/p/articles/mi_m0LVZ/is_5_20/ai_n13726430
Edmonton Sun (2004), Cheats? What; AISH Facts Don’t Support Ralph, p.4, November 13.
Fernandes L (2005), Mitigating Fraud in Canadian Social Benefit Programs: Prevention
through Risk Assessment, Presentation given by the Investigation and Control Branch of
Service Canada to the Six-Nations Conference on Benefit Fraud in New Zealand,
September 2005.
Fernandes L (2004), Mitigating Risk: A Focus on Prevention at Employment Insurance,
Presentation given by the Investigation and Control Branch of Service Canada to the SixNations Conference on Benefit Fraud in Canada, September 2004.
44
RAND Europe
EFC toolkit
Gabel T, Clemens J, and LeRoy S (2004) Welfare Reform in Ontario: A Report Card,
Vancouver,
BC:
Fraser
Institute.
http://www.fraserinstitute.ca/admin/books/files/WelfareReformInOntario.pdf
Government of Canada, Public Accounts of Canada 2005: Summary Reports and Financial
Statements, Ottowa, ON: Minister of Public Works and Government Services.
http://epe.lac-bac.gc.ca/100/201/301/public_accounts_can/2005/v1pa05-e.pdf
Human Resources Development Canada (2000), Program Integrity: Grants and
Contributions, report by Internal Audit and Risk Management Services, Ottowa, ON:
Human
Resources
Development
Canada.
http://www.rhdsc.gc.ca/en/cs/sp/sdc/audit/429-98e/429_98_e.pdf
Ministry of Community and Social Services Ontario (2003), Eves Government Winning the
Fight against Welfare Fraud, Government of Ontario Press Releases, June 11.
http://ogov.newswire.ca/ontario/GPOE/2003/06/11/c1873.html?lmatch=&lang=_e.html
Social development Canada (2004), Social Security Statistics Canada and Provinces 19781979
to
2002-2003,
Ottowa,
ON:
Social
Development
Canada.
http://www.hrsdc.gc.ca/en/cs/sp/sdc/socpol/tables/page00.shtml
Office of the Auditor-General Canada (OAG) (2003), 2003 Report of the Auditor General
of Canada, chapter 7 on Human Resources Development Canada, Ottowa, ON: OAG.
http://www.oagbvg.gc.ca/domino/reports.nsf/html/20031107ce.html/$file/20031107ce.pdf
Office of the Auditor-General Canada (OAG) (2000), 2000 Report of the Auditor General
of
Canada,
Ottowa,
ON:
OAG.
http://www.oag-bvg.gc.ca/domino/reports.nsf/html/00menu_e.html
Office of the Auditor-General Canada (OAG) (1997), 1997 Report of the Auditor General
of Canada, chapter 17 on Human Resources Development Canada, Ottowa, ON: OAG.
http://www.oag-bvg.gc.ca/domino/reports.nsf/html/ch9717e.html
6.4
France
Agence pour le Développement et la Coordination des Relations Internationales/Agency
for Development and Coordination of International Relations [ADECRI] (2002), The
French
Social
Protection
System,
Paris:
ADECRI.
http://adecri.dns2-alteaconseils.info/images/stories/pdfadecri/the_french_social_protection_system.pdf
CNAF (2004), Notre Activité en 2004: Temps Forts et Chiffres Clés.
CNAF/Ministère de la Santé et des Solidarités (2005), Convention d’Objectifs et de Gestion
entre
l’Etat
et
la
CNAF
2005-2008,
Paris:
CNAF.
http://www.caf.fr/web/WebCnaf.nsf/090ba6646193ccc8c125684f005898f3/27451290f9c
9a47ac125710e005158d0/$FILE/COG%20Int%C3%A9grale.pdf
45
EFC Toolkit
RAND Europe
Dubois V, Buton F, Chambolle L, Dulong D (2003), Les Conditions Sociales de la Rigueur
Juridique: La Politique de Contrôle et de Lutte contre la Fraude aux Prestations Sociales à la
CNAF et dans les CAF, Dossiers D’Etudes. Allocations Familiales 48.
http://www.cnaf.fr/web/WebCnaf.nsf/090ba6646193ccc8c125684f005898f3/78f7691b3d
4c2360c1256e2100378b42/$FILE/DE%2048%20%20conditions%20sociales%20rigueur%20juridique.doc
Mandin C, Palier B (2002), Welfare Reform in France 1985-2002, University of Kent
Working
Papers
July,
Canterbury:
University
of
Kent.
http://www.kent.ac.uk/wramsoc/workingpapers/firstyearreports/nationalreports/francecou
ntryreport.pdf
Mercier M, Raincourt H de (2005), Plus de Droits et plus de Devoirs pour les Bénéficiaires
des Minima Sociaux d’Insertion, Rapport présenté au Premier Ministre, Decembre.
http://www.politiquessociales.net/IMG/pdf/0000-4.pdf
Ministère de la Santé et des Solidarités/Ministère délégué à la Sécurité Sociale, aux
Personnes agées, aux Personnes handicappées et à la Famille (2005), L’implication des
Organismes de Sécurité Sociales dans la Lutte contre les Fraudes: Referentiel de L’évaluation,
Paris: Ministère de la Santé et des Solidarités/Ministère délégué à la Sécurité Sociale, aux
Personnes agées, aux Personnes handicappées et à la Famille (unpublished working paper).
6.5
Ireland
O’Brion, Eoin (2005), Control Proofing in System and Process Design, Presentation given by
the Director of Regions at the Department of Social and Family Affairs of Ireland to the
Six-Nations Conference on Benefit Fraud in New Zealand, September 2005.
Committee of Public Accounts (2004), Hearings on Value for Money Report on Evaluation
of Control Activity, Parliamentary debates, Thursday, 8 April 2004.
http://debates.oireachtas.ie/DDebate.aspx?F=ACC20040408.xml&Node=H2#H2
Comptroller and Auditor-General of Ireland (2005), Annual Report 2004, Dublin:
Government
of
Ireland.
http://www.audgen.gov.ie/documents/annualreports/2004/Vol1Eng.pdf
Comptroller and Auditor-General of Ireland (2003), Department of Social and Family
Affairs: Evaluation of Control Activity, Dublin: Government of Ireland.
http://www.audgen.gov.ie/documents/vfmreports/VFM45_Control_Evaluation.pdf
Department of Social and Family Affairs (2004a), Statistical Information on Social Welfare
Services,
Dublin:
Department
of
Social
and
Family
Affairs.
http://www.welfare.ie/publications/annstats/04/2004stats.pdf
Department of Social and Family Affairs (2004b), Minister Coughlan Welcomes the
Comptroller and Auditor-General’s Value for money Report on Control Activity-Coughlan to
launch Three Value for Money Surveys this Year, Press Releases (February 26), Dublin:
Department
of
Social
and
Family
Affairs.
http://www.welfare.ie/press/pr04/pr260204.pdf
46
RAND Europe
EFC toolkit
Department of Social and Family Affairs (2005a), Annual report 2004, Dublin:
Department
of
Social
and
Family
Affairs.
http://www.welfare.ie/publications/annreps/04/ar2004.pdf
Department of Social and Family Affairs (2005b), € 206 Million saved by Anti-Fraud
Measures-Minister Reveals, Press Releases (August 18), Dublin: Department of Social and
Family
Affairs.
http://www.welfare.ie/press/pr05/pr180805.pdf
Irish Independent (2004), Welfare Fraud crackdown Nets 19,000 in a year but overpayments
‘still
rife’,
Friday
April
9,
2004.
http://www.independent.ie/national-news/welfare-fraud-crackdown-nets-19000-in-a-yearbut-overpayments-still-rife-175316.html
Irish Independent (2004), £108 million Saved as Inspectors Crack Down on Welfare Fraud,
Friday
August
4,
2004.
http://www.independent.ie/national-news/pound108m-saved-as-inspectors-crack-downon-welfare-fraud-369341.html
6.6
The Netherlands
Algemene Rekenkamer (2004), Fraudebestrijding: Stand van Zaken 2004, The Hague;
Tweede
Kamer
der
Staten-Generaal.
http://www.rekenkamer.nl/9282000/d/p349_tk29810_2.pdf
CMC/T11 Company, Naleving van Sociale Zekerheid: Onderzoek naar Naleving van Regels
in de Abw, WW en WAO, rapport in opdracht van het Ministerie van Sociale Zaken en
Werkgelegenheid,
Amsterdam.
http://igitur-archive.library.uu.nl/fss/2007-0206200604/29.%20Randomized%20response%20onderzoek%20naar%20regelovertreding.pd
f
Directoraat-Generaal Rechtshandhaving van het Ministrie van Justitie (2003), Hoofdlijnen
Kabinetsbeleid Fraudebestrijding 2003-2007en Terugblik op 2002, The Hague: Directie
Handhaving.
Interuniversitaire Onderzoeksschool voor Psychometrie en Sociometrie (2000),
Managementsamenvatting, rapport in opdracht van het Wetenschappelijk Onderzoek en
Documentatiecentrum van het Ministerie van Justitie, Utrecht: Universiteit van Utrecht.
Ministerie van Sociale Zaken en Werkgelegenheid (2005), Jaarverslag van het Ministerie
van Sociale Zaken en Werkgelegenheid 2004, The Hague: Ministerie van Sociale Zaken en
Werkgelegenheid.
http://www.minfin.nl/binaries/minfin/assets/pdf/old/xv_sociale_zaken_en_werkgelegenhei
d.pdf
Ministerie van Sociale Zaken en Werkgelegenheid (2004), Integrale Rapportage
Handhaving 2004, The Hague: Ministerie van Sociale Zaken en Werkgelegenheid.
http://docs.szw.nl/pdf/129/2005/129_2005_3_8044.pdf
47
EFC Toolkit
RAND Europe
Ministerie van Sociale Zaken en Werkgelegenheid (2002), Handhavingsprogramma 20032006, The Hague: Ministerie van Sociale Zaken en Werkgelegenheid.
http://docs.szw.nl/pdf/35/2003/35_2003_3_3288.pdf
Ministerie van Financiën (1998), Handleiding ter Voorkoming en Bestrijding van Misbruik
en
Oneigenlijk
Gebruik,
The
Hague:
Ministerie
van
Financiën.
http://www.minfin.nl/nl/actueel/kamerstukken_en_besluiten,1998/03/handleiding_misbr
uik_en_oneigenlijk_gebruik_xmxox.html
OECD
(2004),
The
Social
Expenditure
Database,
Paris:
OECD.
http://www.oecd.org/document/2/0,2340,en_2649_34635_31612994_1_1_1_1,00.html
Social Security Administration (2004), Social Security Programs throughout the World,
Europe,
Washington
DC:
SSA.
http://www.ssa.gov/policy/docs/progdesc/ssptw/2004-2005/europe/ssptw04euro.pdf
TNS-NIPO (2003), Regelovertreding in de Sociale Zekerheid: Verslag van de Tweede Meting
van het Periodiek Onderzoek naar Regelovertreding in de Sociale Zekerheidsregelingen WAO,
WW en Abw, rapport in opdracht van het Ministerie van Sociale Zaken en
Werkgelegenheid,
Amsterdam.
http://igitur-archive.library.uu.nl/fss/2007-0314200618/heijden_van_der_03_regelovertreding.pdf
van der Heijden PGM, van Gils G, Bouts J and Hox JJ (2000) A Comparison of
Randomized Response, Computer-Assisted Self-Interview, and Face-to-Face Direct Questioning:
Eliciting Sensitive Information in the Context of Welfare and Unemployment Benefit.
Sociological Methods & Research 28(4): pp 505-537.
van der Heijden PGM, van Gils G, and Laudy O (2005)., Regelovertreding in de WAO,
WW, en ABW/WWB in 2004 Report to the Dutch Parliament, No. 347, September 2005.
http://docs.szw.nl/pdf/129/2005/129_2005_3_8047.pdf
6.7
New Zealand
Comptroller and Auditor-General (2003) “Social Security Benefits: Accuracy of Benefit
Administration”,
Wellington:
OAG
New
Zealand.
http://www.oag.govt.nz/2003/benefit-administration/docs/benefit-administration.pdf
Ministry of Social Development (2005), Statement of Intent 2005/06, Wellington: MSD.
http://www.msd.govt.nz/publications/statement-of-intent/2005/
Ministry of Social Development (2005), Annual Report 2004/05, Wellington: MSD.
http://www.msd.govt.nz/documents/publications/msd/annual-report-2005-2006.pdf
6.8
Sweden
Försäkringskassan (2005a), Rapport om misstänkt fusk inom aktivitetsstödet, Dnr
11504/2004:
Försäkringskassan.
http://www.forsakringskassan.se/press/pressmed/pm2005/pm07_05/dokument/pm07_05b
ilaga.pdf
48
RAND Europe
EFC toolkit
Försäkringskassan (2005b), The Scope and Financing of Social Insurance in Sweden 20032006,
Stockholm:
Försäkringskassan.
http://www.forsakringskassan.se/filer/publikationer/pdf/ana0508-e.pdf
Riksförsäkringsverket (2004a), Resultat av kontroll av misstänkt fusk med tillfällig
föräldrapenning.
Dnr
5601/2004
1,
Stockholm:
Riksförsäkringsverket.
http://forsakringskassan.se/press/pressmed/pm2004/pm37_04/bilagapm37_04/pm37_04r
ap.pdf
Riksförsäkringsverket (2004b), Slutrapport: Fusk i sjukpenningförsäkringen?, Dnr 2004/249,
Stockholm:
Riksförsäkringsverket.
http://www.forsakringskassan.se/press/pressmed/pm2004/pm23_04/bilagapm23_04/Slutr
apport_Fusk_i_sjukpenningforsakringen.pdf
Riksförsäkringsverket (2005), Socialförsäkringen - Årsredovisning för budgetåret 2004,
Stockholm:
Riksförsäkringsverket.
http://www.forsakringskassan.se/omfk/dokument/ared04_nyinkl_omslag.pdf
Riksrevisionsverket (1995), Fusk - systembrister och fusk i välfärdssystemen, RRV 1995:32,
Stockholm: Riksrevisionsverket.
Riksrevisionsverket (1999), Kontrollen inom välfärdssystem och inkomstbeskattning RRV
1999:35A,
Stockholm:
Riksrevisionsverket.
http://www.riksrevisionen.se/templib/pages/OpenDocument____556.aspx?documentid=3
283
Riksrevisionsverket (2002), Välfärdssystemen behöver förenklas! Krångliga regler med många
ingrepp gör kontrollen och regeltillämpningen i redan hårt belastade välfärdssystem dyr och svår
- En uppföljning inom ramen för regeringens arbete med att stärka kontrollen i staten och
minska felen och fusket i välfärdssystem RRV 2002:20, Stockholm: Riksrevisionsverket.
http://www.riksrevisionen.se/templib/pages/OpenDocument____556.aspx?documentid=2
998
6.9
USA
GAO (2001) Strategies to Manage Improper Payments: Learning from Public and Private
Sector Organisations, GAO Report GAO-02-69G, October 2001, Washington DC: GAO.
http://www.gao.gov/new.items/d0269g.pdf
United States Department of Agriculture (2005), FY2005 Performance and Accountability
Report,
Washington
DC:
USDA.
http://www.ocfo.usda.gov/usdarpt/par2005/pdf/par2005.pdf
US Department of Housing and Urban Development (2005), FY2005 Performance and
Accountability
Report,
Washington
DC:
HUD.
http://www.hud.gov/offices/cfo/reports/2005par.pdf
Social Security Administration (2005), FY2005 Performance and Accountability Report,
Washington
DC:
SSA.
http://www.ssa.gov/finance/2005/FY_05_PAR.pdf
49
EFC Toolkit
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US Department of Labour (2005), FY2005 Performance and Accountability Report,
Washington
DC:
USDL.
http://www.dol.gov/_sec/media/reports/annual2005/annualreport.pdf
US Department of Veterans Affairs (2005), FY2005 Performance and Accountability Report,
Washington
DC:
USDVA.
http://www.va.gov/budget/report/2005/VA-2005_FULL-WEB.pdf
50
APPENDICES
51
Appendix A: Template for case study
The purpose of this template is to outline a set of questions to gather information on how
countries are tackling the issue of fraud in their social protection systems. This template
can serve as a diagnostic tool to examine the issue of fraud and error in the social
protection systems of specific countries and the actions taken by countries to tackle the
issue of fraud and error. It can also inform the background research undertaken by country
specialists before a World Bank mission.
1. General overview of the social protection system
a. What is the structure of the social protection system?
This section serves to give a general overview of how the social protection
system is administered and which bodies are involved in the administration
of the system
i. Which government body (ies) is/are responsible for setting policy on
social protection and overall coordination of the social protection
system?
ii. Which government bodies are involved in the administration of the
social protection benefits (also take into account that in some cases
regional and municipal government assist in the administration of
social protection)?
iii. What are the responsibilities (in terms of the social protection system)
of the main government bodies involved?
b. What are the main social protection benefits?
This section asks for an overview of the main benefits in the social protection
system in a country (pensions, unemployment benefits, other social
insurance benefits, active labor market programs and social safety net
programs).
i. What are the main benefit streams? Could you outline what type of
benefits (social insurance; means-tested; universal) they are?
ii. What is the expenditure on social protection (over the last 10 years)
per benefit stream and in total?
iii. What is overall expenditure as a percentage of GDP (over the last 10
years)?
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iv. What are the eligibility requirements for these benefits?
c. What are the main resources within the social protection administration
for dealing with EFC
In this section, we are interested to know more about the units involved in
tackling the issue of fraud in the social protection system. We ask for some
detailed budget and staffing information. However, we realise that in some
cases this might be difficult to disaggregate. We are also interested to know
whether the administration has dedicated resources for tackling fraud.
i. Which unit and/or minister is in charge of coordinating the efforts of
the administration in tackling EFC? – Is there a Secretary of State
with specific responsibility for the issue of EFC?
ii. Which units are responsible for administering the anti-fraud strategy?
1. What are their staffing levels?
2.
What are their budgets?
iii. Are there dedicated units within the administration for tackling the
issue of EFC (e.g. specific investigation teams and coordination
units)?
1. Could you outline these units and their responsibilities?
2. What are their staffing levels?
3.
What are their budgets?
2. How are EFC defined?
This section asks for the specific definitions used by the social protection
administration in the area of fraud, differentiating between fraud and error
(customer or official)
a. How are EFC defined by the social protection administration?
3. What is the extent of EFC in the social protection system?
In this section, we aim to establish whether the social protection administration
measures rates of EFC in the social protection system and what these rates of fraud
and error are.
a. Does the social protection administration measure fraud and error in the
social protection system?
b. What is the extent of fraud and error in the social protection system? (using
national estimates or those produced by the social protection administration)
c. Are these estimates broken down further into specific benefit types? – What
are the rates of fraud and error for specific benefit types?
d. What are the trends in the size of fraud and error (last five years)?
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Appendices
e. If the social protection administration does not produce any estimates on the
extent of fraud and error, what are the reasons for this? (difficulty/ complexity
of measurement; resource issues) – In the absence of estimates by the social
protection administration are there other estimates or qualitative assessments
of the extent of fraud and error?
f.
What are the causes identified by the social protection administration (and
perhaps in relevant literature) for the extent of fraud and error?
4. Strategy of tax administrations
This section asks where the problem of EFC features in the priorities of the social
protection administration and whether the social protection administration has a
specific strategy on this issue.
a. What is the objective of the social protection administration in dealing with
fraud and error in the social protection system?
b. What priority does the tax administration give to fraud and error compared
with the other risks it is tackling? (e.g. Is tackling fraud and error in the top 10
priorities? Why has it been given this particular priority compared to other
risks?)
c. What research has the social protection administration carried out into the
motivations of those committing fraud and how has it used the results?
d. How does the social protection administration assess the risks to the social
protection system arising from fraud and error?
5. Key initiatives of the social protection administrations to tackle fraud and error
This section asks about the main initiatives used by social protection
administrations. Could you describe these initiatives, realising that the list of
questions might not be exhaustive and complete.
What are the main initiatives used in the social protection administration in the
areas of:
a. Prevention: Does the social protection administration try to generate
awareness among the general population on the issues of fraud and error?
Does the administration try to explain the rights and responsibilities of
claimants in the social protection system? Does the administration try to
encourage people to stop committing fraud through simplifying the benefit
system and understanding and influencing the behaviour of those committing
fraud? Does the administration try to prevent fraud by informing people
about the rules of the benefit system? Does the administration have internal
controls in place to stop claimants committing fraud before they receive
benefit? What type of systems does the administration use to check for
identity? Does staff receive training to assist in preventing fraud?
b. Detection: Does the administration use telephone hotlines where claimants
can tip off authorities? Does the administration use data-matching to detect
cases of fraud? How does the administration investigate cases of fraud? How
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does the administration assess risks as to identify cases and sectors to focus on?
How does the administration generate fraud referrals for investigation? How
regularly and systematically does the administration review its benefit claims?
How is the claimant database organised and does it have in-built controls to
assist in the detection of fraud? Does the administration use a unique
identifier number to identify citizens and claimants? Does the administration
have performance targets to incentivise staff to tackle the issue of fraud? Does
staff receive specific training to assist in the detection of fraud?
c. Sanctions/deterrence: What are the sanctions imposed on those
committing fraud?
d. Other: What other initiatives does the social protection administration use to
tackle the issues of fraud and error?
e. Are there examples of joint working across the public and private sectors
in dealing with the hidden economy?
6. What are the results achieved by the initiatives?
Could you give an overview of how the administration assesses results in the
following areas?
a. Measurement of impact of initiatives used in social protection
administration: Does the administration use targets and produce
management information relevant to fraud?
b. Monitoring and evaluation: How does the social protection administration
monitor and evaluate the impact of its initiatives in the area of fraud?
c. Cost-effectiveness of initiatives: Do social protection administrations report
on cost-effectiveness of its initiatives in the area of fraud?
56
Appendix B: TOR and work program for the
World Bank mission in the Kyrgyz Republic
TERMS OF REFERENCE
I NTERNATIONAL C ONSULTANT (FIRM)
Expertise on mechanisms to combat error, fraud and corruption (EFC) in social protection
programs
Institutional assessment of the mechanisms to control the level of fraud and error in
the social assistance (benefit) system in two countries (Ukraine and tentatively, the
Russian Federation).
Participate in two one-week missions to two client-countries for a fact-finding &
diagnostic mission on the mechanisms to combat error, fraud and corruption in social
safety net (social assistance) programs.
During the mission, you are expected to: (i) lecture during a seminar with the key
counterparts, on the OECD experience in combating EFC; (ii) meetings with relevant
officials, at central and local (front-office) level; (iii) prepare the outline (PPT) for a policy
note with the diagnostic of the situation in the country, and recommendations; (iv) brief
the central authorities on the key findings of the mission.
Your work will be facilitated by a local consultant that will collect information on the key
features of the SP / SSN programs; and the mechanism in place to measure, prevent,
detect, and deter error, fraud or corruption. You will take a lead in organizing the work of
the local consultants (produce TORs for their work; review the output produced,
revise/incorporate the output in a final report).
The schedule of your visits will be handled by the local office of the World Bank in the
country.
After the mission, in three weeks time, finalize a policy note.
Deliverable: For each country, a policy note presenting (i) brief description of the
programs; (ii) description of the strategies, measures and tools deployed to measure,
prevent, and deter EFC; (iii) a critical assessment of the current situation; (iv) a road-map
with options to step-up EFC activities. The note will include annexes illustrating the
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practice in other countries, which in the expert’s view can be adapted to the local
conditions.
Value of the contract:
This is a lump sum contract. For the completion of these tasks, the Consultant is
expected to provide XX staff days of senior consultant(s), and cover the costs associated
with travel (airfare, local taxis, communication expenses and hotel stays.
The payment will be made in two tranches: 10% of the value of the contract upon signing,
90% after the receipts of all deliverables, of a quality satisfactory to the World Bank.
Example of work program
Reducing error & fraud in SP programs, Bishkek, June 15-21
The objective of the mission was to foment an exchange of experience between experts and
practitioners from OECD countries and from Kyrgyzstan on the strategies, mechanisms
and instruments used to reduce error and fraud (E&F), leading to an institutional
assessment that will include recommendations, strategic directions to reduce error and
E&F in social protection (SP) programs by adapting the mechanisms and instruments used
in OECD countries to the conditions prevailing in the Ministry of Labour and Social
Development of Kyrgyzstan. X led the mission, which included World Bank staff (X,
HDNSP), international consultants (X; X; X) and local consultants (CASE-Kyrgyzstan).
The missions worked closely with the regional SP colleagues, X and X. Our work
complemented the SP activities in the country, the GFRP Grant in response to the food
crisis. The main outputs of the mission were:





A one-day seminar on mechanisms to reduce error and fraud in OECD and
Kyrgyzstan, June 18.
A descriptive report on the mechanisms to reduce error and fraud in Kyrgyzstan,
prepared by CASE-Kyrgyzstan. Attached.
Initial work on assessing program compliance using the 2005 HBS data.
The team had a series of meetings along the service delivery chain, from the front office
in charge of eligibility determination to the head office in change with internal audit,
reviews or inspections.
Wrap up meeting with the Minister of Labour and Social Development and her team
of advisors. The team presented the preliminary findings of the mission and
announced the next steps (the delivery of a policy note / institutional assessment of
EFC mechanisms in few weeks time). The feedback received was very positive: interest
in learning about mechanisms and instruments used to reduce EFC in OECD
countries; interest in the institutional diagnostic; and interest in potential follow-up in
implementing some of the recommendations.
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Appendices
Next steps:


Institutional assessment. We finalised a first version of the institutional assessment
in the week following the mission..
Assessment of the compliance of the UMB (last resort) program. X and X of the
World Bank produced a note / assessment of the compliance of the last resort
program, the Unified Monthly Benefit, by July 10, 2008. The note is an input
into the institutional assessment, and into the on-going country dialogue about the
cost-effectiveness of different social protection programs in mitigating the increase
in food and fuel prices in Kyrgyzstan.
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Appendix C: Program design and management
with EFC lenses
Table 5: EFC lenses on critical phases of the program
Phase
Recommendation
Institutional Design
Define lines of authority and accountability, including
administration and service delivery. Align incentives and
financing, particularly for intergovernmental responsibilities.
Identify risks and remedies up front.
Eligibility, Recertification
Minimise inclusion and exclusion errors.
Conditionality
Balance accuracy and the burden of verification. Examine
reasons for non-compliance.
Payment processes
Improve monitoring of cash flows and control procedures.
Management Information
Strengthen framework to analyze and design MIS systems.
Promote the crosschecking of enrolments with other
databases.
Systems (MIS)
Internal quality control
Expand process evaluation, feed-back loops, and correction
mechanisms within programs, particularly through spot
checks.
Appeals and complaints
Handle complaints and appeals appropriately and in a timely
manner, and publish program data.
Financial management
and auditing
Define payment accounting and reporting requirements.
Focus audits on risks. Include supreme audit institutions.
Procurement
Closely supervise implementation of large service contracts.
Adapted from: World Bank (2007)
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Appendix D: Approach to measuring fraud and
error in the United Kingdom26
Measuring fraud and error across the benefit system in the Department of Work
and Pensions (DWP)
1. Three different types of estimate contribute to the total estimates of fraud and
error. These are:
Continuous measurement: Just over a quarter of all benefit expenditure is
covered by the main measurement exercises on Income Support, Jobseeker’s
Allowance, Pension Credit and Housing Benefit. Official error is measured
continuously in Incapacity Benefit and Retirement Pension. There is also an
annually updated estimate of ‘Instrument of Payment’ fraud, which captures,
for example, the fraudulent encashment of cheques.
One-off ‘snapshot’ measurement: Since 1995, the Department has carried out
‘National Benefit Reviews’ (NBRs) of some benefits to estimate the level of
fraud and error in a single year. These benefits cover around three fifths of
total expenditure. As these NBRs are not carried out annually, we have
assumed that the percentage level of fraud and error has remained constant
since the last NBR.
Assumptions about and modelling of unmeasured quantities: Benefits where
there has not been any recent measurement activity make up around 13% of
total expenditure. For these, we have based the estimates on the level of fraud
and error found in similar, measured benefits. For example, Council Tax
Benefit has many similarities to Housing Benefit.
2. The text below outlines the continuous measurement methodology. Further detail
on the measurement methodology for Housing benefit and Income Support,
Jobseeker’s Allowance and Pension Credit respectively can be found at the
26
Provided by the Department of Work and Pensions
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following links:
http://www.dwp.gov.uk/asd/asd2/fem/fem_tech_app_02_07.pdf
http://www.dwp.gov.uk/asd/asd2/fem/fem_tec_app.pdf
Sampling
3. Cases are randomly sampled on a monthly basis by the Information Directorate
from DWP’s administrative data sets. The sample is taken in such a way to achieve
complete coverage of Great Britain across the year.
Review Process
4. For most cases, the review process involves:
•
Preview: the collation of information from a variety of DWP or Local
Authority (LA) systems to build up an initial picture of the case and to
identify any discrepancies between information from different sources;
•
Interview: the interview of the customer at their home, which follows a
structured and detailed set of questions about the basis of the claim, aimed at
identifying any discrepancies between the customer’s current circumstances
and the circumstances upon which their benefit claim was based.
and if a suspicion of fraud is identified:
•
Fraud Investigation: carried out by a trained Fraud Investigator with the aim of
resolving the suspicion
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Appendix E: Job descriptions of officials in the UK
Customer Service Agent
A Customer Service Agent provides the focal point for customers/employers making
enquiries to Jobcentre Plus services using the telephone. Depending on the nature of the
telephone call received they:
•
Provide a high quality and effective first contact service for customers either
making a claim for Jobcentre Plus and associated benefits, or applying for a
National Insurance Number (NINO).
•
Conduct jobsearches and identify suitable vacancies for customers contacting
Jobseeker Direct.
•
Provide a high quality and effective vacancy taking service, in line with Jobcentre
Plus policy, quality standards and employment legislation, for employers placing
vacancies with Jobcentre Plus.
•
Record accurate and relevant information provided by members of the public
regarding allegations of potential fraud or tax evasion for possible investigation by
the Fraud Investigation Service or HMRC.
•
Establish the nature of the customer’s enquiry, redirecting them if the query is not
relevant to a Jobcentre Plus Benefit.
•
Advise the customer of their rights and responsibilities in relation to their claim.
•
Identify and initiate referrals to Fraud Investigation Services, with the support of
the Team Leader.
Benefits Delivery Officer
• Complete processing action on claims as required, through to the payment screen,
and set HB/CTB indicator as appropriate.
•
Handle claims where CMS contingency is invoked.
•
Deal with system generated reports, including appropriate Work Available Reports
(WARs) and Overdue Work Reports (OWR).
•
Liaise with other Jobcentre Plus sections, DWP sections or other Government
Departments e.g. HMRC in connection with benefit claims.
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•
Record tax code and occupational pension indicator on system as appropriate.
•
Check Child Benefit record for JSA claims from 16/17 year olds and consider
eligibility.
•
Obtain contribution details clerically or using NIRS2, as appropriate.
Fraud Investigator
To investigate allegations of potential and actual fraud activity; pro-actively, particularly in
relation to potential areas of work, where there is evidence that employees are committing
or have committed fraud and; referrals from the Generalised Matching Service that meet
the criteria for investigation on behalf of the DWP.
The main activities associated with this role are to:
•
Ensure investigations are performed in line with the instructions set out in the
Fraud Procedures and Instructions Manual, other user manuals and follow the
processes in the Standard Operating Approach (SOA) to ensure compliance with
the legal and policy requirements.
•
Conduct Interviews Under Caution in accordance with The Police and Criminal
Evidence Act 1984 (England and Wales) and Common Law (Scotland).
•
Conduct interviews with customers to offer Administrative Penalties, Formal
Cautions (England & Wales) and Administrative Cautions (Scotland).
•
Make recommendations to the Team Fraud Investigator (TFI) on the outcome of
cases and their suitability for a sanction.
•
Record the outcome of a case on FRAIMS and to make appropriate
recommendations to the Decision Maker when a case meets the criteria for a loss
of benefit provision.
•
Develop cases into prosecution cases and to attend Court as a witness when
requested.
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Appendix F: Definitions of fraud and error in the
UK
Customer error
If a customer has failed to disclose, has concealed or misrepresented a material fact that
they were required to disclose, and:
•
this has given rise to an over (or under) payment for the selected period, and
•
this material fact was not available to the business unit or pension centre paying
benefits
•
the error will be classed as customer error
Definition of official error
An official error is an error made by an officer of DWP, which no one outside of that
Department has materially contributed to.
In addition, an error, which is initially classed as customer error, will be classed as official
error once the business unit or the pension centre is in possession, from whatever source, of
the true facts.
Fraud
There is no exact legal definition of fraud: most of the offences usually described as fraud
are actually offences under Theft Acts of 1968 and 1978 (Common Law in Scotland). But
it is generally accepted that fraud involves three key elements:
•
a deliberate act or omission
•
with intent to deceive
•
with a view to obtaining gain for either themselves or another.
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